Lovely G.

•Identifying and answering customer questions as they come via email or chat regarding delivery issues. Outbound customers to clarify if the resolution has been provided properly. •Navigated Salesforce and THQ CRM systems to document interactions, and ensure accurate tracking of cases. •Applied active listening and problem-solving skills to de-escalate challenging situations and deliver effective solutions. •Consistently met and exceeded key performance indicators (KPIs) such as Customer Satisfaction (CSAT), Average Handling Time (AHT), and First Call Resolution (FCR).

•Provided technical support to customers via phone, resolving hardware, software, and connectivity issues efficiently. •Guided customers through technical processes in a clear and user-friendly manner, improving overall customer experience. •Documented all interactions and solutions in CRM systems to ensure accurate tracking and follow-up. •Escalated complex or unresolved issues to higher-level support teams while maintaining ownership of customer concerns.

•Provided first-level technical support to end-users, resolving hardware, software, and network-related issues. •Assisted in troubleshooting system errors, connectivity problems, and application issues to minimize downtime •Performed routine system maintenance, updates, and backups to ensure optimal performance and security. •Installed, configured, and maintained computer systems, printers, and peripheral devices •Delivered user-friendly guidance and technical assistance to non-technical staff.