•Managing and responding to a high volume of technical support emails and chats with a focus on clarity, efficiency, and customer satisfaction.•Troubleshooting and resolving issues related to an e-commerce platform, Shopify Plus, to ensure a seamless shopping experience for our customers.•Utilizing Zendesk to its full potential, maintaining an organized and efficient ticketing system.•Working closely with our development team to report bugs and follow up on resolutions.•Providing feedback on recurring customer challenges to the product team, contributing to the continuous improvement of our services and products.•Developing and understanding products and services deeply to offer accurate and creative solutions.

•Delivering exceptional customer support via email, chat, and social media, assisting with account management, billing questions, class bookings, and technical issues.•Ensuring customer satisfaction by promptly and effectively resolving inquiries and issues across multiple channels.•Consistently exceeding performance targets for KPIs, demonstrating a commitment to surpassing expectations.•Collaborating cross-functionally to address customer issues, increasing the resolution rate of escalated cases.•Maintaining up-to-date knowledge of the product, service updates, and process changes, improving first-contact issue resolution accuracy.

•Assisted drivers in resolving account-related issues, including profile updates, document verification, and payment queries, ensuring a seamless experience.•Achieved a remarkable 90% completion rate for the driver onboarding process, guaranteeing successful sign-up, document submission, and compliance with vehicle and driver requirements.•Resolved 80% of technical issues reported by drivers through detailed instructions and troubleshooting assistance, optimizing their usage of the Uber driver app, navigation tools, and other driver technology.•Guided drivers in understanding earnings and payment statements, resolving discrepancies, and promoting financial transparency, facilitating smooth payment processes.•Maintained up-to-date knowledge of Uber's product updates, policies, and procedures, ensuring accurate and reliable information delivery to drivers.

•Acted as the primary point of contact for customers experiencing order-related issues, including order discrepancies, damaged items, or missing packages.•Guided customers through the ordering process, provided product information, and pricing details, and answered any related questions.•Built strong rapport and maintained positive relationships with customers by delivering excellent customer service.•Demonstrated empathy, patience, and professionalism when handling customer inquiries or complaints.•Ensured 100% compliance with company policies and procedures through regular quality audits, maintaining a high standard of adherence.

•Analyzed and investigated suspicious activities, fraudulent behavior, and patterns, resulting in a 30% decrease in fraud-related losses.•Reviewed chargeback, dispute, and false-positive cases.•Utilized multiple investigative tools to identify online fraud activity, resulting in a 20% increase in the detection rate of fraudulent transactions.•Determined existing fraud trends by analyzing accounts and transaction patterns, leading to a 15% reduction in successful fraudulent transactions.•Maintained confidentiality of all information collected during investigations, ensuring 100% compliance with data privacy regulations.

•Achieved a 95% accuracy rate in identifying fraudulent transactions by effectively utilizing Visa's fraud monitoring systems and tools, safeguarding financial integrity, and reducing potential risks.•Conducted thorough investigations into reported fraud incidents, analyzing transaction data, account activities, and evidence, leading to the identification and mitigation of fraudulent behavior patterns.•Collaborated with cross-functional teams to implement enhanced fraud prevention strategies, policies, and procedures, resulting in a 10% reduction in overall fraud rates and minimizing financial losses.•Successfully managed case queueing and met internal/external Service Level Agreements (SLAs), ensuring timely response and resolution of fraud-related cases.