• Engages with customers, builds rapport, retains and save customers byunderstanding their needs and offering value added solutions that will drivebrand loyalty and advocacy for Telstra.• Navigate through multiple systems and customers whilst maintainingcustomer engagement through messaging.• Address concerns from new and existing customers.• Work towards achievable Customer Service, Saves and Sales targets and KPIs.• Provide class leading customer experiences.

• DJI drone products• Provided troubleshooting steps to the customers calling about all DJI drone products.• Created and updated support tickets.• Escalated more complex issues specifically damaged drones.• Answered questions about payments, order statuses, return or refund requests and complaints.• Performed light data entry tasks, created quotations and other administrative tasks.

• US Telco Account• Supported US internet and home phone customers by troubleshooting technical issues with home internet setup, Wi-Fi and connection speed.• Resolved technical support queries via phone and email.• Diagnosed and escalated faults.• Managed critical customer issues and facilitated communication between customers, sales, and engineering.

• Built expert and dynamic knowledge of company products and services and Amazon policies, procedures and terms of service related to customer service and e-commerce.• Researched information using available resources to satisfy customer inquiries.• Responded quickly, professionally, and accurately to all customer inquiries regarding orders, status requests, complaints, product returns, and replacements to encourage repeat purchases.• Followed-up with customers for complaint and/or question resolution status.• Followed company customer service procedures, policies, and guidelines at all times.• Developed processes for improving customer experience• Monitor customer feedback and ensure negative reviews are reported for removal• Kept up to date with Amazon policies, procedures and terms of service related to product returns, replacement, customer refunds and customer service

• Worked with multiple phone carriers and coordinated between the end-user and the carrier on a consistent basis.• Submitted and checked statuses of pending port requests.• Sent, scanned, collected, organized, and updated customer data; saved and updated customer's files. • Contacted customers by email and phone to communicate their porting statuses.• Submitted trouble tickets to providers for any ported number issues.• Followed up with all customers to communicate incomplete or missing paperwork.• Submitted all change requests with needed rejection information received. • Returned any phone messages and reply to customers' emails.

• Prepared source data for computer entry by compiling and sorting information; establishing entry priorities.• Processed customer and account source documents by reviewing data for deficiencies; resolving discrepancies by using standard procedures or returning incomplete documents to the team supervisor for resolution.• Maintained data entry requirements by following data program techniques and procedures.• Secured information by completing data base backups. • Maintained operations by following policies and procedures; reporting needed changes.• Maintained customer confidence and protects operations by keeping information confidential.• Contributed to team effort by accomplishing related results as needed.

• Promptly responded to customer and staff queries via email, phone, and social media channels.• Resolved difficult technical issues related to software installation issues for clients and employees.• Answered, evaluated and prioritized incoming voice calls for assistance with setting up tools, email accounts and online meeting software services for their remote staff.• Handled problem recognition, isolation, resolution and follow-up for routine client technical problems, escalated more complex issues to advanced team members or department management.• Responsible for the overall ownership of the case or will ensure proper escalation processes are followed.• Logged and traced every customer case using problem management database, maintains history records and related problem documentation.• Assisted customers with their billing inquiries and other account specific concerns by ensuring first call resolution. Performed other duties as assigned.