Worked as a Senior Customer Support, ensuring 95% adherence to SLAs and KPI's. Oversaw escalation management for complex customer issues, ensuring prompt resolution while maintaining high standards of customer satisfaction. Directed the end-to-end process for account management, including fulfilment and tracking for 500+ accounts monthly, optimizing workflows to enhance overall operational efficiency and scalability. Led process optimization initiatives, identifying operational gaps and implementing strategies that resulted in a 30% reduction in response times and a 15% improvement in service quality. Built and nurtured strategic cross-functional partnerships, collaborating with 5+ departments to resolve critical issues, preventing potential legal, financial, and reputational risks to the business. Developed and implemented training programs for team members, ensuring the continuous update of knowledge base documentation, while ensuring 100% compliance with service standards and best practices across the team.

Managed 50+ customer inquiries per day related to products, pricing, shipping, and returns, ensuring 95%+ customer satisfaction. Processed an average of 150-200 customer orders weekly via phone and email with 100% accuracy in documentation. Handled credit card payments worth $50,000+ monthly through online payment gateways like Card Pointe. Resolved 90%+ customer complaints related to damaged or incorrect orders within 24 hours, reducing refund requests by 30%. Coordinated with 30+ offline stores/branches to ensure inventory accuracy and fulfill customer orders. Assisted IT teams in updating and maintaining 5,000+ product listings across company websites. Procured $200,000+ worth of hardware and software annually for clients, ensuring 100% on-time delivery. Collaborated with IT consultants to install and configure 100+ machines at client premises. Managed supply chain operations, optimizing vendor selection and reducing procurement costs by 15%.

Served as the first point of contact for 50+ daily customer inquiries, ensuring 90%+ issue resolution on first call. Troubleshot and resolved telephone, television, and internet service issues, improving customer satisfaction. Upsold Verizon upgraded products to customers, contributing to a 15% increase in service adoption. Educated customers on new products and features, enhancing product awareness and retention. Forwarded complex technical issues to second-level support while maintaining 100% customer case ownership. Proactively notified customers about network changes and outages, reducing complaint escalation. Assisted customers in accessing and troubleshooting Verizon gadgets and cable types used inside/outside premises.

Managed and resolved 30+ customer queries daily, ensuring 98% case closure within SLA timelines. Maintained and updated water meter data for properties, ensuring 100% accuracy in billing. Assisted in billing and invoicing for customers, processing 500+ invoices monthly with zero discrepancies. Conducted surveys with customers to determine the optimal water meter installation location, enhancing operational efficiency. Coordinated maintenance and servicing schedules for water meters, reducing service downtime. Provided resolutions via calls, emails, and letters, reducing follow-up queries through accurate documentation. Facilitated the opening of 50+ new customer accounts weekly, improving customer onboarding efficiency.

Managed front desk operations, handling 50+ daily inquiries to ensure smooth internal communication. Resolved 90%+ of technical and administrative employee queries within 24 hours, improving operational efficiency. Operated and maintained EPABX systems (Avaya), reducing call connectivity issues.