Justine Gene Furton

• Respond to customer inquiries promptly and accurately

• Provide product, service, and company policy information

• Maintain customer records and suggest products/services

• Track orders, resolve issues, and troubleshoot technical problems

• Document interactions and provide feedback to product/service teams • Deliver exceptional customer service to enhance customer experience • Escalate priority issues as per established procedures

• Respond to customer inquiries in a timely and effective manner

• Address customer needs and concerns related to products, services, and billing

• Collaborate with customer service manager to maintain high standards of customer satisfaction • Utilize appropriate tools and resources to deliver accurate and up-to-date information

• Assist with billing inquiries and payment processing for customer accounts

• Troubleshoot basic technical issues related to devices and web pages for customers

• Contribute to a positive customer experience through exceptional customer service.

• Resolved customer questions and issues, including technical and account matters.
• Managed Quality Assurance for a campaign, providing coaching to improve customer experience.
• Trained new employees, assisted CSRs with problems, and addressed escalated customer concerns.
• Anticipated customer needs and proactively identified solutions.
• Worked with supervisors and team managers to identify agent strengths and opportunities.
• Acted as a facilitator to resolve team issues and served as a key team member on cross-functional projects.
• Demonstrated advanced technical support skills in a customer service role.

• Assist New Hires to be endorsed in operations
• Manage the agents stats by time to time and report directly to the class trainers
• Take escalation calls for advance troubleshooting concerns
• Have daily coaching to every agents on their monthly stats on how to perform in operations effectively

• Troubleshoot system and network problems, diagnosing and solving hardware or software faults
• Providing help and answers to the customers' technical issues through identification of the problem itself, research on answers and subsequent provision of guidance
• Support in the development of programs to train the customer on how to properly use the products
• Perform advanced troubleshooting if all options has been exhausted by Tier 1 agents

• Effectively manage customer accounts and negotiate payment arrangements
• Provide accurate information and resolve customer inquiries regarding billing
• Identify and assess customer needs to ensure satisfaction
• Collaborate with customer service manager to deliver excellent customer service
• Utilize appropriate tools and methods to deliver complete and valid information
• Address technical issues related to customer accounts and web pages.