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Customer Service Specialist with 4+ years in tech and e-commerce
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Competencies
Provided support and resolution for customer inquiries, escalations, and technical issues.
Tracked and managed client cases using Salesforce software.
Resolved technical issues related to Outlook, Xbox, and Surface devices and facilitated warranty repairs.
Assessed and mitigated fraud and suspicious activities in transaction processing.
Created manual reports and analyzed order data using Excel to identify discrepancies.
Education
Languages
Summary
Dedicated to delivering high-quality customer support, managing escalation cases, and mitigating transaction risks with experience across tech and e-commerce sectors.
Key Achievements
- Managed and routed case intake for executive and legal escalation teams at Teknowledge.
- Handled complex customer escalation cases for Microsoft LOB, including refunds and device troubleshooting.
- Identified and mitigated fraud trends in transaction risk management at Amazon.
Experience
Intake Specialist
I worked as an Intake member for the Executive, Legal, and Press (ELP) Escalation team's intake. My duties included creating, rerouting, and transferring cases to the appropriate technical, commercial, or consumer teams according to requests.
Trilingual Executive Customer Assistant (Microsoft LOB)
I managed executive-level customer escalation cases via phone or email related to Account & Billing, including handling refunds, cancellations, and account recovery., I provided troubleshooting related to Outlook, Xbox and Surfaces devices and resolved warranty matters for Xbox and Surface...
Trilingual Transaction Risk Management (Temporary Back Office)
I had to identify and mitigate fraud trends., I assessed, held, or released suspicious orders and performed account sanitization to mitigate risk as needed.
Trilingual Representative
I resolved customers issues related to purchases, invoices managed escalations effectively for B2C by phone chat and email., I utilized Salesforce to track and manage client cases., I used excel to manually create a report to enter the orders not reflected on the customer's account.