I am seeking an opportunity to work in the account management, customer service, or IT industries. My previous experiences over this previous 18 years as a Tier 1 & Tier 2 Support Specialist, bankruptcy account specialist, help
desk representative & my educations in sound engineering and design have prepared me for the task of working either independently or with a team
Experience
paypal service
Jan 2021 – Jan 2024
Remote
Tier 2 Customer support agent
• Frontline support team member, the primary point of contact for customers
• Provided customer and potential customers with a predictable, compassionate, and timely resolution(s)
to their questions and inquiries while maintaining a positive and caring attitude.
• Resolved customer questions by using creativity and skill to provide compassionate, practical solutions
and creating effortless experiences for customers, and strengthening their relationship with the company.
• A team member that displayed strong written and verbal communication skills, excels at customer
interaction, exhibits creativity and skill in delivering practical solutions, and thrives in quick paced and
collaborative team environment.
• Proactively recommend and educate the customer about features and benefits of products in order to
improve their satisfaction and deepen their relationship with PayPal
Job Description: Day-to-day:
• Answer phone calls, emails, and chats from customers and work to resolve their queries in real time
or within a reasonabletimeframe making sure we areproviding appropriate resolutions on everycontact.
• Deliver on metrics for example: Email handled time, Number of contacts handled, customer experience
(NPS), Resolving customer’s issues, and Adherence toschedule.
• Proactively recommend and educate the customer about the features and benefits of PayPal products
to improve their satisfaction and deepen their relationship with PayPal. Deliver on metrics for example:
phone handled time, customer experience, proactive product offered and accepted opportunities (5%)
• Identifying process gaps impacting customer experience and highlighting the same to leadership
• Get creative with ideas and suggestions to improve existing process and solutions
