Service Titan I Kustomer I Shopify I Zendesk I Xero

I have extensive experience in handling omnichannel customer service support, particularly managing phone and email interactions simultaneously, as well as live chat. I have supported various campaigns that required this skill set and consistently contributed to team productivity by delivering accurate, efficient, and solutions-focused assistance. My ability to address and resolve customer concerns effectively has helped improve overall performance metrics and customer satisfaction.

Provided multi-channel support (email, chat, and phone) for top eCommerce brands using Shopify and Zendesk. Handled inquiries related to orders, returns, billing, and subscriptions. Ensured timely and empathetic resolution, contributing to high customer satisfaction. Key Strengths: Proficient in Shopify & Zendesk. Strong multitasking & communication skills. Focused on first-contact resolution. Experience in fast-paced, high-volume environments.

I worked with SiriusXM under the Retention Department, where we focused on customer retention by offering tailored solutions such as promotional discounts, complimentary service months, and other value-added offers. Our goal was to help customers recognize the benefits of continuing their subscription and to enhance their appreciation of the services we provide.

At SiriusXM, part of our responsibilities involved handling technical aspects of the service, such as sending refresh signals to customer devices. We also guided customers in using the SiriusXM application across various platforms, including laptops, smart TVs, and mobile phones, providing us with opportunities to address technical concerns directly. Additionally, I supported another account where we performed remote troubleshooting by rebooting devices installed in client stores through outbound calls, ensuring minimal downtime and continued functionality.

Handled financial tasks with Xero, including invoice reconciliation and transaction validation.

Moderated campaign content using Hivestack, Vistar, and Place Exchange for quality and compliance.