• Professionally handled large volumes of calls, emails and web chats from customersfor VakantieVeilingen, ensuring queries and complaints were managed effectively tosatisfactory resolution.• Processed large numbers orders, as well as complex refunds and exchanges to strictdeadlines.• Provided advice to customers regarding different options related to products,holidays and arrangements.• Trained and coached new recruits into the role/procedures.• Fulfilled several administrative tasks.• Provided support and technical assistance for both B2C and B2B customers.Standouts• Played a key role in setting up customer service operations for VakantieVeilingen.• Received customer comment scores in excess of 97% positive.

• Used in-depth knowledge of Apple’s products to provide detailed technical supportto customers via phone and chat, as well as answering a variety of questions aboutwarranties or terms of sale.• Completed a wide range of administrative tasks to log and monitor calls in line withcompany policies.• Oversaw large shipments, coordinating with relevant parties internationally toensure their timely arrival.• Took advantage of up-selling opportunities and informed customers about deals andpromotions.• Mentored new joiners and supported colleagues to resolve complex issues.Standouts• Average customer satisfaction rating of 95%. 100% for a period of 6 months.• Decreased customers' waiting time for a resolution of queries by 15%.