Customer Support Representative

Utilized Freshworks to manage customer inquiries, resolving 95% of issues on the first contact. Facilitated seamless e-currency transactions, ensuring accurate and timely exchange of digital currencies (e.g., Bitcoin, Perfect Money). Consistently met or exceeded sales targets, driving revenue growth through effective upselling and cross-selling strategies. Developed strong relationships with clients, fostering loyalty and retention through personalized support and market insights. Collaborated with colleagues to identify and mitigate potential risks, ensuring compliance with anti-money laundering (AML) and know-your-customer (KYC) regulations.

Developed and executed personalized guest engagement strategies, resulting in increased repeat bookings. Built and maintained strong relationships with corporate clients, growing business-to-business sales. Collaborated with the marketing team to launch successful promotional campaigns, boosting occupancy rates. Conducted guest feedback sessions, implementing recommendations to enhance customer satisfaction and loyalty. Coordinated loyalty programs, improving member retention.

Provided real-time support to players via live chat, resolving issues related to game play, account management, and technical troubleshooting. Utilized strong problem-solving skills to investigate and resolve complex customer complaints in a fast-paced environment. Responded to an average of 50-75 live chats per hour, maintaining a high level of productivity and accuracy. Collaborated with internal teams to resolve customer issues and improve overall player experience. Utilized knowledge of Roblox games and features to provide expert support and guidance to players. Consistently met and exceeded customer satisfaction and performance metrics, with a rating of 95% or higher.

Resolved customer complaints via multiple channels (email, phone, social media) using Freshworks and Hubspot. Improved customer satisfaction ratings by 25% through proactive issue resolution and feedback. Analyzed call processes, implementing efficiency improvements. Successfully de-escalated customer complaints using conflict resolution skills. Achieved 95% first-contact resolution rate within 2 hours. Developed strong customer relationships, increasing loyalty by 30%. Managed inbound/outbound calls, ensuring timely issue resolution and proactive support.