• Delivered comprehensive L1 technical support, reducing average response times by 50% and achieving a 98% customer satisfaction rate.• Provided real-time support via chat and email, resolving 85% of technical issues on the first contact,enhancing the overall user experience.• Assisted users with software and application installation and configuration, offering step-by-stepguidance.• Maintained accurate documentation, contributing to a 20% reduction in escalations through improved service delivery.• Collaborated with cross-functional teams to resolve 95% of escalated issues within SLA, ensuringtimely responses.• Streamlined the customer service process by implementing standardized responses, optimizingworkflow and reducing response time by 50%.

• Responded to customer inquiries via email, chat, and tickets in a timely manner, addressing 90%of issues on the first contact.• Resolved 90% of customer issues, reducing follow-up requests by 25% through application support.• Maintained a 99% accuracy rate in providing solutions, enhancing trust and customer satisfaction.• Served as a point of contact for customer support and complaints, providing feedback to internalteams for continuous improvement.• Maintained up-to-date product knowledge to deliver accurate information.• Documented customer interactions in the CRM system to ensure data consistency.• Handled customer complaints with empathy and professionalism, contributing to streamlined support processes.• Analyzed customer feedback and developed a knowledge base utilized by over 20 representatives,reducing response times by 15%.

• Managed back-office processes for 500+ client documents monthly, maintaining an error rate ofless than 2%.• Processed and analyzed data to generate reports, improving management decision-making andoperational efficiency by 15%.• Coordinated with cross-departmental teams, reducing processing delays by 10%.• Prepared over 50 detailed reports, presentations, and official correspondence monthly, enhancinginternal communication.• Provided administrative support for daily data entry using MS Excel, improving efficiency by 20%.• Updated and maintained databases with accurate information, reducing error rates by 5%.