Customer Service Representative with over 4 years of experience in a call center setting, including sales, tech support, and customer care.
Experience
Sutherland Global Services - Google Campaign
Mar 2021 – Present
Colombia
Google Workspace Specialist
-Offer technical support for Google Workspace: Drive, Meet, Gmail, Calendar, Vault, Sites, Keep, chat, and Cpanel.
-Assist customers in setting up the account and migrating from other mail providers.
-Respond to and resolve customer support inquiries through email, phone, and live chat.
-Diagnose and troubleshoot escalated product issues and apply creative solutions for resolution/workarounds independently.
-Escalate technical issues and bugs to Level 2 Customer Support Engineers.
-Provide timely and accurate customer feedback.
-Complete detailed reports listing requests for technical assistance and the steps taken to resolve them.
-Experience with help desk software, such as Salesforce and Zendesk.
Sutherland Global Services
Jul 2017 – Mar 2018
Colombia
Customer Service Representative
-Use the company troubleshooting resolution tree to evaluate technical problems to find appropriate solutions.
-Walk individuals through basic troubleshooting tasks.
-Process customer service transactions to include refunds, store credits, and other service issues under the company policy.
-Enter customer interaction details in Salesforce to track requests, document problems, and record solutions offered.
