RooCruit Candidate:
Roo5173
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About the Candidate
Over a decade of experience in Customer Care, handling different types of International and Local Accounts, and being a POC, SME, and Trainer with familiarity in AML and KYC, and a lot more, passionate and a result-driven guy who will provide exemplary customer care.
Area of Expertise
Customer Services, Telesales
Experience & Availability
International Experience:
Yes
Availability:
10, 20 or 40 hours a week
Years Experience:
12
Current and Previous Roles:
Relevant Experience
Job Title: Customer Care Specialist
Duration: 12
Key Responsibilities: I started as a Software Licensing Specialist and worked my way up to become a POC, QA Analyst, and technical support
Trained successful agents for Video CSA, creator of training modules for Video CSA
Reduced approximately 20% in call volume and cases by creating Knowledge Base articles to help agents and customers successfully license their software while ensuring that agents are guided accurately in the process
I resolved critical licensing issues for Enterprise and Tier 1 customers such as Sinclair, Disney, HBO, etc.
Collaborated call and case handling scheme with Team Lead resulting in 96% customer survey satisfaction and maintaining it on that level
Regular one-on-one feedback resulting in agents passing their QA goals and monitoring their progress allowing them to maintain their scores and meet the SLA
