- Assisting buyers and sellers with their inquiries, while using empathy and problem-solving skills to come to satisfactory resolutions.- Troubleshooting moderate to complex issues within the app, escalating possible technical anomalies in real-time to our internal dev team for further investigation.- Adhering to standard operating procedures for buyer/seller-related issues while improvising new and creative ways to assist users on the platform. - Create new and use existing… Show more - Assisting buyers and sellers with their inquiries, while using empathy and problem-solving skills to come to satisfactory resolutions.- Troubleshooting moderate to complex issues within the app, escalating possible technical anomalies in real-time to our internal dev team for further investigation.- Adhering to standard operating procedures for buyer/seller-related issues while improvising new and creative ways to assist users on the platform. - Create new and use existing reporting to identify areas to improve performance metrics and productivity.- Mentored and trained new agents on customer support processes, best practices, and company policies to promote skill development and enhance team performance.- Lead team performance and drive results in team productivity, quality, and customer experience - Conducted quality assurance assessments and provided feedback to agents to ensure consistent service delivery and adherence to established standards.- Utilize Zendesk to ensure daily and weekly performance targets are met (Solves, QA,CSAT, Time Adherence).- Tracking and monitoring customer issues, providing feedback and reporting to management, and staying up-to-date on product knowledge and procedures.-Implement and ensure compliance with the company's policies on customer service quality by training and providing feedback to outsourced Tier 1 agents.- Participate in team meetings to discuss customer service trends, agent review feedback, and implementation of quality management strategies.- Ensuring common KPIs are met (first response time, resolution rate, and customer satisfaction scores)- Collaborated closely with Trust and Safety team to enforce platform policies and guidelines for live streams.- Utilized data analysis and reporting tools to monitor user behavior and identify potential policy breaches. Show less

- Research new products within the Wix platform and write/publish articles about the feature. Analyze data accordingly to update, revise, or unpublish outdated articles within the Knowledge Base.- Provide call back support and assess the issue that the user is experiencing while providing an exceptional customer experience.- Answer tickets through ticketing system by providing swift resolutions to customers via email correspondence.- Handling callback Requests that… Show more - Research new products within the Wix platform and write/publish articles about the feature. Analyze data accordingly to update, revise, or unpublish outdated articles within the Knowledge Base.- Provide call back support and assess the issue that the user is experiencing while providing an exceptional customer experience.- Answer tickets through ticketing system by providing swift resolutions to customers via email correspondence.- Handling callback Requests that are assigned specifically from Team Leader to Agent.- Direct team with updates and initiatives on a daily basis via Slack and directly in person.- Managerial duties on calls to further assist users that need additional clarification on particular issues(whether ongoing on initial) in order to come to a feasible resolution (duties also included approving and/or denying refunds, extensions, promotions based on a calculated assessment what the users were experiencing with their overall experience using our platform).- Provided advanced technical support to agents and users that experienced issues that were out of their scope of knowledge, coming to a swift resolution or escalating it further to one of the developers and Quality Assurance department for additional investigation. - Assisted in solving issues agents were having with users regarding billing & payments for said accounts. Also handled escalations involving User account verification, uploading documentation, negative balances, refunds, etc.- Provided insight on email suspensions, granting migrations to Google upon request if the user wished to end their Google G Suite mailbox subscription with WiX (as the reseller).- Build rapport with users and walking them through their journey through site design, connecting their domain, securing online payments, and Search Engine Optimization via the WiX Chat.- managerial experience in growth scaling for outsourced agents to meet increasing customer support demands Show less

- Instructed photography workshops and assisted in digital imaging training.- Informed and conducted demonstrations on home theater systems.- Assist Best Buy sales associates in selling of product and create positive impact during peak selling hours during the week and weekend.- Face-to-Face Training - Train in-store sales associates and managers on the features and benefits of client products. Training would be conducted in both formal and informal settings.-… Show more - Instructed photography workshops and assisted in digital imaging training.- Informed and conducted demonstrations on home theater systems.- Assist Best Buy sales associates in selling of product and create positive impact during peak selling hours during the week and weekend.- Face-to-Face Training - Train in-store sales associates and managers on the features and benefits of client products. Training would be conducted in both formal and informal settings.- Sales Management - Utilize relationships built with store management and associates to increase sales. This would include ensuring that the brands products are displayed and functional to the maximum on the store floor, use of creative initiatives with store approval, etc.- Data Capture - Collect and report visit data as well as competitive data in electronic call reports.- In-Store Management - Coordinate all aspects of brand in-store presence. This involves training, assisted-selling and special event schedule planning. Show less

- Performed office functions such as faxing, copying, & scanning documents such as letters, bills, orders, and payments. - Built relationships with customers while providing office support. - Provided copy & printing services such as mailing & shipping packages. - Assisted with heavy lifting of transporting legal documentation inventory to and from various offices. - Ensured office, copy rooms, & printing devices were adequately stocked with supplies. - Used legal tracking… Show more - Performed office functions such as faxing, copying, & scanning documents such as letters, bills, orders, and payments. - Built relationships with customers while providing office support. - Provided copy & printing services such as mailing & shipping packages. - Assisted with heavy lifting of transporting legal documentation inventory to and from various offices. - Ensured office, copy rooms, & printing devices were adequately stocked with supplies. - Used legal tracking systems such as Westlaw & TCMS to generate debtor history for the trustee department.- Assisted internal colleagues by preparing e-files, organizing petitions with amended schedules, & placing values on assets - Such as vehicles in conjunction with the National Auto Dealers Association. Show less

- Offered services, solutions, electronics, appliances, and accessories to customers. - Greeted & assisted customers with questions pertaining to computers or home office products. - Informed & offered customers with finance offers & protection plans to ensure maintenance and longevity of a product. - Assisted with visual marketing, pricing, and down/up stocking of merchandise. - Diagnosed and Repaired Computer hardware.