2017-present: Senior Customer Support Specialist (Senior Advisor I)Creating Return Merchandise Authorization for business-to-business requestsCommunicating with Project Managers (Outsourced) for business-to-business requestsCreating Air Way Bills which can be used with returning items for convenience, replacements and repairsProcessing refund requests via SAP, for convenience and defective returnsCatering chat sessions for order inquiries, promotion inquiries, inquiries for return merchandise authorization and other customer service related inquiriesAttending email inquiries for order statuses, order information, replacement updates, repair updates, refund status updates and other customer service related inquiries2016-2017: Senior Product Support Specialist (Advisor II)Reviewing cases (root cause analysis) to spot opportunities for better customer service experienceCatering chat sessions for technical support assistanceTechnical Support includes: installation, optimization and reconfiguration of DSL/Cable/Fiber-optic wireless routers, range extenders, wireless adapters and Smart Home products Sending follow up emails for disconnected chat sessionsProcessing outbound calls for technical support assistance2013-2016: Product Support Representative (Advisor I)Catering chat sessions for technical support assistance, which includes: installation, optimization and reconfiguration of DSL/Cable/Fiber-optic wireless routers, range extenders, wireless adapters and Smart Home products Sending follow up emails for disconnected chat sessionsProcessing outbound calls for technical support assistance