Joel - Customer Support Specialist with experience at ProLabs and Macquarie Group

Expert in managing multichannel customer inquiries, ensuring high satisfaction and efficient issue resolution.

Proficient in diagnosing technical issues and applying product knowledge to resolve customer problems effectively.

Skilled in collaborating with teams and communicating clearly across diverse channels and time zones.

Experienced in addressing customer complaints with professionalism, leading to positive outcomes.

Managed 50 plus daily customer inquiries across inbound and outbound calls, email, and live chat by applying structured troubleshooting steps, resulting in a 95% customer satisfaction score.. Resolved first contact issues for 80% of cases by diagnosing root causes quickly and applying documented solutions, reducing average ticket escalation rate by 20%.. Maintained accurate CRM records for every customer interaction by logging outcomes and flagging recurring issues, enabling product teams to address systemic problems faster.. Organized a digital archive of customer survey responses, support tickets, and resolutions by standardizing file naming and folder structure, making historical data searchable for the wider team.

Responded to customer queries across email and chat channels by prioritizing based on urgency, consistently meeting a 2 hour SLA window while working remotely across time zones.. Documented customer feedback and product issues in a shared knowledge base by writing clear, reusable troubleshooting notes, improving resolution speed for the wider support team.. Guided new customers through product setup and FAQs by walking them through onboarding steps over chat and email, reducing early stage support requests.. Supported the team during peak periods such as holiday sales and product launches by absorbing overflow ticket volume without any drop in quality scores.