Justine B.

Justine B. is an experienced Tier 3 Retail Escalations Specialist currently at IBEX Global, specializing in complex escalation resolution within the retail sector. With a background as a Technical Support Specialist at Concentrix, Justine supported web hosting and DNS management, including advanced email deliverability protocols such as SPF, DKIM, and DMARC, utilizing tools like cPanel and CRM platforms including Zendesk and Salesforce. Previously, at IntouchCX, Justine managed customer inquiries and sales in high-volume environments via chat, email, and phone, contributing to team sales targets and providing comprehensive customer service support. In addition to troubleshooting and documentation, Justine has provided agent coaching and training, improved escalation procedures, and maintained detailed records for operational improvement in the IT support and customer operations domains.