Sr. Customer Support Specialist
Cygnus Telecom LLC
Total years of experience :7 years, 1 Months
• Global Customer Support (24/7): Providing round-the-clock support to the customers to ensure prompt and effective queries resolution.
• Multichannel Support: Assisting end users and service partners through Emails, Phone, and Chat, ensuring accessibility and responsiveness.
• Back Office Management: Proficient in handling essential back-office functions including Postpaid billing entries, taking care of the refill website, verifying recharge-related cases, Prepaid recharge adjustments to ensure smooth processing for optimal service functionality.
• Issue Resolution: Proactively taking ownership of customer inquiries utilizing strong problem-solving skills to efficiently resolve issues and promote overall customer satisfaction.
• Provisioning: Expert in service activation, deactivation, and reactivation processes, ensuring seamless transitions and optimal service delivery.
• Communication Handling: Serving as the point of contact between customers and all internal teams for addressing customer issues and inquiries, smoothly managing complex complaints via email and phone channels to ensure timely and effective resolution.
• Account Management: Responsible for managing high-segmented customers (key accounts, LE, SME, and GOV accounts), overseeing service stability, POC authorization, updating account documents, and conducting weekly health checks to prevent service issues.
• Escalations and Service Review: Effectively managing escalations involves promptly identifying client concerns, delivering Voice of Customer feedback to senior management, coordinating monthly service review meetings to analyze clients' monthly billing trends and case statuses, fostering strong customer relationships, and delivering comprehensive support to meet their needs.
• Assistance Specialist: Providing personalized assistance to customers at the branch, ensuring prompt resolution of inquiries and concerns. Maintained a friendly and professional attitude while addressing customer needs to enhance the overall satisfaction and loyalty.
• Procedural Expert: Proficiently explained complex procedures and requirements linked to customer requests, ensuring clarity, and understanding. Facilitated smooth interactions by offering detailed guidance, contributing to a seamless customer experience.
• Managing client escalations and complaints, overseeing the resolution process to ensure timely and satisfactory case closure. Utilized strong communication and problem-solving skills to address client concerns effectively, fostering positive outcomes and preserving client relationships.
• Relationship Building, proactively cultivate sustainable relationships with clients by engaging with them regularly and ensuring their satisfaction with provided services. Understanding the client’s needs and preferences for enhancing loyalty and retention.
• Inbound & Outbound Calls Management: Proficiently managing both inbound and outbound calls, efficiently handling high volumes while addressing customer queries and providing assistance. Utilized excellent communication skills and product knowledge to ensure effective resolution and enhance the customer experience.
• Customer Assistance and Issue Resolution: Providing full assistance and resolution to customer inquiries and concerns via phone communication, committing to high customer satisfaction through attentive listening, problem-solving, and well-mannered interaction, contributing to positive customer experiences.
Completed a four-year program in General Education with a focus on adult teaching, honing skills in instructional methodologies and curriculum development. • Professional Experience: 1- Served as a dedicated teacher in a high school setting, specializing in History and Geography subjects. 2- Demonstrated effective classroom management and fostered an engaging learning environment. 3- Developed and implemented lesson plans, adapting teaching strategies to accommodate diverse learning styles. 4- Utilized strong communication skills to convey complex concepts and cultivate a positive and inclusive educational atmosphere.
Completed a rigorous three-year academic program focused on high school education, encompassing a comprehensive curriculum designed to foster critical thinking, problem-solving, and academic excellence. Proficiently navigated diverse subjects including Mathematics, Science, Humanities, Languages, and Arts, developing a strong foundation in each discipline. Demonstrated commitment to learning and personal growth through active participation in extracurricular activities and engagement with various educational initiatives. Equipped with a solid educational background and a thirst for knowledge to pursue future academic endeavors.