Customer Support Associate II 

October 1,2018 – April 30, 2019

• Responsible in ensuring that services were delivered to our customers meets contractual Key Performance Indicator (‘KPIs’). 
• Responsible on clarifying customers’ requirements; probes for understanding, uses decision-support tools and resources to resolve customer issues that are non-standard or unstructured and requires some clarification or conceptual thinking.
• Listens attentively to customer needs and concerns; demonstrates empathy while maximizing opportunity to build rapport with the customer.
• Greets customers in a courteous, friendly, and professional manner using agreed upon procedures.
• Maintains broad knowledge of client products and services in order to prepare complete and accurate work including appropriately notating accounts as required.
• Participates in activities designed to improve customer satisfaction and business performance.
• Tracks, documents and retrieves information in call tracking database.