Mychal B.
Senior Customer Service Specialist
Open to offersNew to PlatformAbout
Mychal B. is a seasoned Customer Service Specialist with over 10 years of experience supporting global clients in industries including e-commerce, BPO, technology, and retail. At DEEL, Inc., he provided client support through email, chat, and phone, delivering onboarding, compliance, and payroll assistance with consistent 90%+ CSAT and 95% QA accuracy, while logging issues and coordinating with internal teams. With OFFICEPARTNERS360 (Wayfair), Mychal led teams, monitored performance, delegated tasks, and ensured high-quality service delivery. Previous roles with Telstra and Dell Technologies involved complex technical support, CRM management, and cross-functional troubleshooting, utilizing platforms like Siebel CRM and modern tools including Salesforce and HubSpot. He also developed foundational skills in inventory and logistics through early seasonal work, further demonstrating expertise in process documentation and trend analysis.
Experience
Customer Service Specialist - Client Support
DEEL, INC. · 2023 — 2026Handles employee and client inquiries through email, chat, and phone, offering guidance and timely resolutions, with a focus on maintaining high CSAT scores. Supports onboarding processes, compliance, and payroll workflows across various countries with high QA accuracy. Keeps detailed records and tracks issues in the CRM for proper follow-up. Works with internal teams to resolve discrepancies while consistently delivering quality support. Analyzes inquiry trends to suggest service improvements.Team Leader
OFFICEPARTNERS360 - WAYFAIR · 2022 — 2024Oversees team performance, reporting key insights to leadership. Delegates tasks based on individual strengths and provides necessary training. Encourages motivation through individualized coaching, ensuring team collaboration and productivity. Utilizes MS Office and Google Suite applications for operational tasks.Customer Service Representative - Email Support
Company not specified · 2020 — 2022Addresses customer inquiries via email, ensuring prompt and accurate responses. Manages escalations and complaints professionally to uphold customer satisfaction. Tracks interactions and follows up on unresolved issues while collaborating with internal teams to tackle complex concerns. Maintains up-to-date knowledge of products, services, and company policies.Quality Assurance Analyst
Company not specified · 2019 — 2020Assesses emails to pinpoint failure points and areas for improvement. Shares insights aligned with established KPIs and prepares reports based on audit findings.Customer Support Representative Level II
Company not specified · 2017 — 2019Responds to inbound inquiries via phone and email, providing timely and professional resolutions. Investigates issues and identifies root causes, delivering accurate solutions. Offers proactive guidance to prevent recurring issues while maintaining detailed records in CRM systems.Technical Support Specialist
Dell Technologies - Convergys · 2014 — 2017Initiated BPO career by providing high-level technical support for hardware and software issues. Achieves low AHT and high CSAT while minimizing Repeat Dispatch Rates. Specializes in remote troubleshooting and diagnostics, including interpreting Windows error codes. Collaborates with software escalation teams, documenting processes to enhance workflow efficiency. Engages in value-driven selling by processing payments and suggesting component upgrades.Warehouse Stock Clerk - Seasonal
Vicsal Development Corporation · 2009 — 2013Participated in the annual summer program, managing warehouse inventory of school supplies with precision. Ensured accurate results and gained early exposure to workplace responsibilities. Developed foundational skills in teamwork and time management while maintaining high-quality work.
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