Cheenie Luchavez

Support retail and e-commerce customers by handling 40–50 interactions daily, answering product questions, tracking orders, processing returns and refunds, and assisting with subscription issues. Guide customers through website navigation and checkout steps to deliver smooth shopping experiences while resolving concerns quickly through strong problem-solving and internal system knowledge. Manage 40–50 customer interactions daily through phone support, maintaining professionalism, accuracy, and service quality in fast-paced e-commerce settings. Assist customers with product inquiries, order tracking, returns, refunds, subscriptions, and account concerns, delivering timely and satisfactory resolutions. Support customers with website navigation, checkout steps, and account management to improve user experience and reduce friction points. Resolve customer concerns quickly through internal tools, research, and problem-solving skills when handling complex or escalated issues. Maintain detailed documentation of customer interactions and resolutions within company systems to support consistency and accountability.

• Manage a high volume of incoming calls while producing sales leads and providing technical resolutions.
• Assess customer needs to ensure satisfaction and establish trust through effective communication.
• Utilize appropriate techniques and resources to manage customer accounts and provide reliable information.
• Achieve sales targets for the team and meet call handling quotas while addressing customer complaints or inquiries.
• Maintain accurate documentation and call logs, adhering to communication protocols, and going the extra mile to engage customers.

Software Proficiency:

· CRM Software (Salesforce) - Managed and analyzed customer interactions and data throughout the customer lifecycle, aiming to improve relationships, enhance customer satisfaction, and drive sales growth.

· OPUS, Hubspot, DPI Tool, SIMPL – Made adjustments on the customer’s bill, packages or subscriptions.

• Regularly assess recorded calls to ensure compliance with company standards using evaluation forms scoring predetermined criteria.
• Monitor agents’ dialing behavior through spot-checks to establish quality measurements for performance tracking and improvement.
• Provide constructive feedback and conduct one-on-one sessions with agents to discuss evaluation results and improvement strategies.
• Collaborate with management to define quality metrics and assist in creating and maintaining quality assurance standards and procedures.
• Prepare reports on quality metrics and trends while promoting teamwork and communication across departments to enhance service quality and ensure compliance with regulations.

Software Proficiency:

· QA Software (Agent Scoring Tools) - Monitored and analyzed performance data for quality assessment.

· CATI Director – Facilitated data collection, survey management, and efficient call center workflows.

· Slack and Teams – Assisted communication, file sharing, and project management within teams through chat, video calls, and integration with various apps.

Outlook – Used to send and receive emails, manage calendars, tasks, and contacts.

• Oversee the daily production team operations while ensuring compliance with quality standards.
• Provide training, supervision, and support to team members to cultivate a positive work environment.
• Conduct regular inspections and audits to identify improvement areas and address quality issues promptly.
• Analyze production metrics and prepare reports for upper management to enhance processes and drive efficiency.
• Facilitate effective communication among team members and liaise with project managers and clients to meet project requirements.

Software Proficiency:

· CATI Director – Facilitated data collection, survey management, and efficient call center workflows.

· CATI Tools like Interviewer Tool – Organized telephone surveys by enabling interviewers to efficiently conduct interviews, record responses, and manage data in real-time.

· Slack and Teams – Assisted communication, file sharing, and project management within teams through chat, video calls, and integration with various apps.

· Outlook – Used to send and receive emails, manage calendars, tasks, and contacts.

• Conduct a wide range of surveys, including political and non-political topics like customer service satisfaction and healthcare awareness, primarily over the phone.
• Engage with respondents in the US, following a scripted format to ensure consistency and quality in survey delivery.
• Accurately code and record respondents' answers, emphasizing precision in data handling during the survey process.
• Utilize a Computer-Aided Telephone Interviewing (CATI) system for efficient and effective data collection.
• Maintain a high production rate while ensuring the quality of survey results through diligent respondent interaction.

Software Proficiency:

CATI Tools like Interviewer Tool – Facilitated telephone surveys by enabling interviewers to efficiently conduct interviews, record responses, and manage data in real-time.

• Respond promptly to customer inquiries via phone, chat, or support tickets, acting as a friendly and professional first point of contact for technical assistance.
• Analyze and troubleshoot reported technical problems using diagnostic tools, gathering necessary information from customers to determine suitable solutions.
• Document all customer interactions and resolutions in a CRM, ticketing system, ensuring clarity on issues reported and steps taken.
• Educate customers on best practices and system features while providing step-by-step guidance during setup and installation processes.
• Maintain high customer satisfaction by resolving complaints professionally, following up on escalated issues, and sharing insights with team members to enhance support strategies.

Software Proficiency:

· Help Desk Software (e.g., Freshdesk, Jira): Managed support tickets and tracked ticket resolution times.

· Remote Access Tools (TeamViewer): Assisted clients by remotely troubleshooting issues.

• Conduct personalized tutorial sessions for students aged 8–15, focusing on reviewing classroom topics and assignments.
• Support students with various academic tasks like homework, projects, test preparation, and research activities.
• Collaborate with students to clarify key concepts learned in class and enhance their understanding.
• Teach strategies to boost academic performance, including effective study techniques and test-taking approaches.
• Foster connections with students of diverse backgrounds while providing progress updates to their parents and teachers.

Software Proficiency:

· Productivity Tools (e.g., Microsoft Office, Google Docs): Created instructional materials and tracked student progress.