Experience

Status Audio

• United States
• Consumer Electronics
• 1 - 100 Employee

• eCommerce Customer Support

  • Oct 2021 - Present

  Handle customer inquiries regarding: -Technical Questions about how to use our headphones -Return/Exchange requests -Inquiries about tracking information, status of order -Various other eCommerce related questions Handle customer inquiries regarding: -Technical Questions about how to use our headphones -Return/Exchange requests -Inquiries about tracking information, status of order -Various other eCommerce related questions



RE E-commerce LLC

• Casper, Wyoming, United States

• Customer Service Team Lead

  • Nov 2020 - Apr 2022

  Email Support Chat Support Order Management/ Order Changes Operational Ad Hoc Tasks/ Projects Email and Chat Quality Assurance (QA) SLA Monitoring Order Hold Monitoring and Management Order Fulfillment Operational Sheets Audit and Management Resolving Chargeback/ Payment Disputes Mentoring and Coaching CSRs Facilitation of CSR Onboarding Training Refund Approvals Tier 2 Escalations CS Operations End of Day Reporting Email Support Chat Support Order Management/ Order Changes Operational Ad Hoc Tasks/ Projects Email and Chat Quality Assurance (QA) SLA Monitoring Order Hold Monitoring and Management Order Fulfillment Operational Sheets Audit and Management Resolving Chargeback/ Payment Disputes Mentoring and Coaching CSRs Facilitation of CSR Onboarding Training Refund Approvals Tier 2 Escalations CS Operations End of Day Reporting



Merchbar

• United States
• Technology, Information and Internet
• 1 - 100 Employee

• Fan Support

  • May 2020 - Nov 2020

  Helps manage the personal touch points between Merchbar and the world’s fans. The purpose is supporting fans through their purchase and post-purchase journey. Helps manage the personal touch points between Merchbar and the world’s fans. The purpose is supporting fans through their purchase and post-purchase journey.



SupportKing.com

• Puerto Rico
• Information Technology and Services
• 1 - 100 Employee

• Customer Service Representative

  • Feb 2020 - Mar 2020

  Customer Service Agent for TravelAssist: Process Visa and ESTA applications to help individuals travel to the United States, Canada, New Zealand and Turkey. Customer Service Agent for TravelAssist: Process Visa and ESTA applications to help individuals travel to the United States, Canada, New Zealand and Turkey.



Office Beacon Philippines Inc

• Philippines
• Outsourcing/Offshoring
• 100 - 200 Employee

• Customer Service Representative

  • Sep 2018 - Dec 2019

  Customer Service Representative/Order Management: Artwork verification, approval and revision. Ship and track orders. Answer product inquiries and order status via calls and emails. Customer Service Representative/Order Management: Artwork verification, approval and revision. Ship and track orders. Answer product inquiries and order status via calls and emails.



GeeksForLess Inc.

• Canada
• Information Technology & Services
• 300 - 400 Employee

• Technical Support Specialist

  • Jul 2013 - Jun 2018

  Tier 2 Technical Support Specialist for Hostopia, Deluxe and AT&T: Assists end-users via tickets, emails and live chats. Troubleshooting includes Email issues (Webmail, email clients, MX records, Sendmail, POP, IMAP, SMTP, ports and telnet) and Hosting issues such as DNS records, FTP, permissions, SSL, Online Stores, Photo Galleries, Windows Services (ASP, ASP.NET, ColdFusion), .htaccess, SSH, databases (MS Access, MySQL, MSSQL, DSN) and CMS (Wordpress, Joomla and Drupal). Helpdesk for Saint Elizabeth: Provides support regarding Blackberry/Samsung flip phones, smartphones, tablets, desktops, printers, Avaya (Avaya one-X Agent and Avaya one-X Communicator), video conferencing, emails (Microsoft Outlook 2010), PeopleSoft and connectivity (Hardwired, Wireless and VPN – GlobalProtect) issues through phone (outbound/inbound calls), voicemail, tickets (GIVA and JIRA) and emails. Remotely access tablet and smartphones via SOTI MobiControl through Knox. Customer Service Representative for Meowingtons: Assist customers regarding product inquiries, placing orders and shipping updates via calls (VICIdial/3CXPhone), chats (Olark) and emails (Help Scout). Check order status through Shopify and Shopgate. Place order in Rakuten. Track packages through DHL, USPS, UPS and FedEx. Answer disputes and issue refunds through Amazon, Braintree and PayPal. Answer inquiries and moderate comments on Facebook and Instagram. Show less



Sutherland

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Consultant

  • Aug 2007 - Oct 2012

  Technical Support Specialist for United Online: Troubleshoot dial-up internet connection. Troubleshoot email issues. Technical Support Specialist for Microsoft PC Safety: Assists end-users in removing malware infections such as viruses, spyware (including unwanted software) and adware. Helps end-users protect their computers by using Windows Firewall, Windows Defender and Windows Update. Troubleshoot Windows Genuine Advantage issues. Remotely connect to end-users computer via Microsoft Easy Assist. Customer Service and Sales Specialist for AT&T Southwest and Southeast: Bill explanation for wireline, wireless and internet. Upsell AT&T core products and affiliates. Show less