E-commerce, Customer Support, 4 yrs BPO exprience& Shopify

At Genpact, I supported Chime, a leading fintech company, where I used Zendesk as the primary CRM platform for managing multi-channel customer interactions. My responsibilities included handling inbound tickets related to transaction disputes, card issues, account access, and general inquiries through email, chat, and phone. I was responsible for accurately documenting case details, following up with customers regarding resolution timelines, and escalating complex concerns when necessary. Using Zendesk’s features such as macros, tags, ticket merging, and internal notes, I ensured efficient case handling while maintaining a high standard of customer service. My role also required collaborating with internal teams and following strict compliance protocols, especially in handling sensitive account and identity information.

At Concentrix, I supported a retail e-commerce account that used Shopify Admin as its main platform. My role involved assisting customers with placing orders, tracking shipments, handling returns or exchanges, and resolving issues related to incorrect, missing, or damaged items. I provided support through multiple channels including inbound calls, emails, and chat.

I have strong experience in customer support, handling both voice and non-voice interactions across telecom, fintech, and e-commerce industries. I’ve worked with major clients such as AT&T, T-Mobile, Chime, and various Shopify-based retail brands, assisting customers with a wide range of concerns including billing inquiries, service disruptions, account updates, product orders, and transaction disputes. I’ve provided support through calls, emails, and live chat, ensuring accurate and timely resolutions while maintaining a professional and empathetic tone. I am skilled in using CRM tools like Zendesk, Salesforce, Shopify Admin, Clarify, Magenta, Telegence, and internal platforms to manage cases, document interactions, and escalate issues when necessary. I also handled sensitive customer information and followed company protocols to ensure data security, compliance, and excellent customer satisfaction. My ability to adapt to different systems and workflows, combined with clear communication and a customer-first mindset, has allowed me to consistently meet KPIs such as First Call Resolution (FCR), CSAT, AHT, and quality assurance benchmarks.

I have hands-on experience using Salesforce to manage customer accounts, track case progress, and provide real-time support across telecom, fintech, and retail accounts. I used Salesforce to view customer histories, log interactions, and coordinate with back-office teams for escalations and case resolution. In my e-commerce and telecom support roles, Salesforce allowed me to access order details, update account information, submit service requests, and track ongoing issues to ensure timely follow-up. I leveraged Salesforce dashboards and ticket queues to stay organized, prioritize tasks, and meet SLAs. I also utilized Salesforce for internal documentation, case routing, and maintaining accuracy in customer records.

While supporting AT&T accounts, I regularly used the Customer Service Portal (CSP) to manage customer interactions related to U-Verse, Internet, and home phone services. CSP was essential in accessing detailed customer information, billing history, service plans, and troubleshooting tools. I used CSP to process service requests such as upgrades, transfers, and disconnections, as well as to investigate issues related to service interruptions, incorrect charges, and plan details. I also used the portal to review and explain billing breakdowns, assist with payment processing, and track technician appointments or order statuses. CSP allowed me to handle customer concerns efficiently and accurately, while ensuring a smooth and professional support experience aligned with AT&T standards.

My color grading in Adobe Photoshop showcases a cinematic and emotive storytelling style. I employed advanced masking techniques and selective color adjustments to isolate subjects and guide the viewer’s attention. I used gradient maps and curve layers to achieve a moody teal-and-orange contrast—cool shadows balanced with golden highlights to evoke both nostalgia and vibrancy. The color harmony and tonal separation enhance the emotional atmosphere of the scene, highlighting the subject's quiet resilience amidst a busy street environment. Through dodge and burn, I added dimension and visual focus, while camera raw filters enhanced texture and clarity without sacrificing softness in the light falloff. This approach reflects my fluency in Photoshop’s layered editing workflow and my attention to narrative through tone and color.

I have extensive experience providing phone support across multiple industries including telecom, fintech, and e-commerce. In my roles at Concentrix, iQor, and Genpact, I handled high volumes of inbound and outbound calls to assist customers with billing issues, account inquiries, technical support, order tracking, dispute resolution, and service upgrades. Through active listening and effective communication, I was able to de-escalate concerns, resolve issues in real-time, and ensure customer satisfaction during each call. I used various CRM systems such as Zendesk, Clarify, Telegence, Magenta, CSP, Salesforce, and internal company tools to access account information, process transactions, and document call details accurately. I consistently met performance metrics such as Average Handle Time (AHT), First Call Resolution (FCR), and CSAT, while maintaining a calm and professional demeanor, even in high-pressure or escalated situations. My goal has always been to create a smooth, positive phone support experience that reflects the brand's values and builds customer trust.

My color grading style in Adobe Lightroom leans toward a warm, cinematic tone with a strong emphasis on golden hour aesthetics. In the photo, I utilized warm highlights and deep shadows to create a nostalgic, emotionally rich atmosphere. The contrast is carefully balanced, enhancing the subject's silhouette and capturing natural light play on surfaces. I applied subtle color calibration adjustments, enriching skin tones while maintaining a soft look on whites and neutral colors. The greens and oranges are gently desaturated, giving a moody yet natural finish, perfect for street or candid storytelling photography. This look reflects my ability to enhance mood through light, tone, and color harmony—balancing realism with artistic emotion.

I have practical experience using Boolean search techniques to efficiently source and filter candidates, conduct CRM queries, and perform customer service-related investigations. While working in remote customer support roles—particularly with brands like AT&T, Chime, and T-Mobile—I regularly utilized Boolean logic within tools such as Salesforce, Zendesk, and Google search operators to quickly locate customer records, support history, and specific case notes. My Boolean search skills include using AND, OR, NOT, and quotation marks to refine search results, enabling faster resolution of customer issues and more precise data retrieval. This allowed me to navigate large volumes of information and identify relevant details without delay—improving response time and case handling efficiency. This skill complements my overall adaptability in digital platforms and contributes to my ability to manage support tasks in high-volume environments with accuracy and speed.

I provided high-level customer service support to major U.S. retail brands including Macy’s, Bloomingdale’s, and Leslie’s Pool. These roles required both voice and non-voice communication, and involved: Assisting customers with placing new orders, tracking shipments, and handling returns or exchanges. Resolving issues related to damaged, missing, or incorrect items in a timely and empathetic manner. Providing real-time support via chat, email, and phone, ensuring a seamless shopping experience for customers. Using Shopify Admin, Zendesk, Salesforce, and other tools to manage tickets, orders, and customer interactions efficiently. Handling billing inquiries, service requests, and loyalty program concerns while maintaining brand tone and professionalism. Cross-selling and upselling relevant products based on customer needs to improve satisfaction and revenue. Through this experience, I developed a strong understanding of U.S. consumer expectations, e-commerce operations, and the importance of brand-aligned communication in delivering world-class customer experiences.

During my time as a Content Moderator for Periscope under TaskUs, I was responsible for ensuring that all user-generated content complied with community guidelines, safety protocols, and platform policies. My tasks involved: Real-time monitoring of live streams and user interactions to detect and remove harmful, inappropriate, or policy-violating content. Applying nuanced judgment when reviewing edge cases related to violence, harassment, hate speech, adult content, and self-harm, ensuring platform integrity and user safety. Using internal moderation tools to flag, escalate, or remove content efficiently based on severity and impact. Maintaining strict attention to detail, emotional resilience, and adherence to confidentiality, especially when dealing with sensitive or disturbing content. Working in a non-voice, fast-paced environment, collaborating with a moderation team to meet daily targets and maintain platform standards. This experience strengthened my critical thinking, empathy, and decision-making skills—traits that are essential in online safety, social media support, and digital content management roles.