Oversee a team of remote customer support representatives, providing guidance, support, and direction to ensure efficient and effective customer service delivery.Set performance expectations for the customer support team, remotely monitor individual and team performance and provide regular feedback and coaching to improve performance.Identify training needs and provide remote training sessions to enhance the skills and knowledge of customer support team members. Implement and… Show more Oversee a team of remote customer support representatives, providing guidance, support, and direction to ensure efficient and effective customer service delivery.Set performance expectations for the customer support team, remotely monitor individual and team performance and provide regular feedback and coaching to improve performance.Identify training needs and provide remote training sessions to enhance the skills and knowledge of customer support team members. Implement and monitor quality assurance processes to ensure consistent and high-quality customer interactions. Conduct remote monitoring, call evaluations, and provide feedback to ensure adherence to company standards and best practices.Assist in resolving complex or escalated customer issues by providing guidance and support to customer support representatives, ensuring timely and satisfactory resolution.Facilitate effective remote communication channels with the customer support team, including regular team meetings, one-on-one sessions, and email/online messaging platforms to address concerns, share updates, and maintain team morale.Collect and analyze customer support data and metrics, such as response times, customer satisfaction ratings, and ticket resolution rates. Generate reports and provide insights to identify areas for improvement and make data-driven decisions.Collaborate with other teams or departments, such as Fulfillment, Quality, Marketing, Research & Development, and Leadership, to provide insights and feedback from customer support operations. Coordinate with cross-functional teams to address customer issues or implement process improvements.Assume managerial duties, such as overseeing the entire customer support team, making strategic decisions, handling escalated issues, and collaborating with other departments at a higher level. Show less

All around Virtual Assistant

- Content Moderator for 2 different clients- Email Support for 2 PixOwl Games- Social Media Manager for 2 different clients- Server Checker for Konami

Apple iTunes Advisor for customers regarding billing, technical issues, and customer service concerns.

Chat Support Representative for Comcast for Billing, Sales, Retention, Technical Support, and Customer Service.

Chat Support for Verizon Wireless handling Billing, Sales, Retention, Customer Service, and Technical Support inquiries.