• Resolved 120+ support inquiries daily via chat and email, maintaining an average productivity of 16+ replies per hour while consistently meeting quality and performance targets.

• Managed customer interactions across chat and email channels, ensuring accurate CRM documentation and delivering a seamless customer experience.

• Troubleshot account and platform-related issues, collaborating with internal teams to deliver timely and effective resolutions.

• Maintained accurate CRM records for 600+ customer interactions weekly, ensuring complete documentation and efficient case tracking.

• Collaborated with cross-functional teams to investigate complex customer issues, contributing to faster resolutions and continuous service improvements.

• Achieved top-performing status for four consecutive months by consistently maintaining a QA score above 94%, an Average Handling Time (AHT) below 2.5 minutes, and an average productivity of 18+ replies per hour.

• Designed personalized English and Spanish learning programs for 40+ students, tailoring each curriculum to individual goals, learning styles, and proficiency levels.

• Delivered 1,000+ hours of one-on-one language instruction, helping students build confidence and develop practical communication skills for real-world situations.

• Evaluated student progress through continuous assessments and personalized feedback, adapting teaching strategies to maximize learning outcomes.

• Prepared 20+ students for language proficiency exams and job interviews, helping them improve their performance and confidence.

• Provided technical support to customers across 20+ countries via email, chat, messaging platforms, and phone, delivering timely solutions and a high-quality customer experience.

• Resolved complex technical issues using CRM systems, maintaining accurate case documentation and ensuring efficient issue tracking throughout the support process.

• Troubleshot hardware devices, connectivity, and system-related issues, minimizing customer downtime through accurate diagnostics and timely escalations.

• Monitored the performance of 100+ temperature monitoring devices daily, proactively identifying issues to maintain reliable system operation.

• Trained 10+ new team members on products, troubleshooting procedures, and support workflows, improving onboarding efficiency and team readiness.

• Conducted onboarding and product training for 15+ clients, enabling successful product adoption and long-term customer success.

• Managed a large-scale technical deployment involving 1,000+ temperature monitoring devices across 30 cities, generating significant revenue for the company through successful project execution.