(INDEPENDENT SERVICE PROVIDER – CONTRACT PROJECT: LEAPRO)
Provided remote email-based customer support to German logistics customers using Freshdesk.
Managed customer support tickets, delivery inquiries, follow-ups, and service-related concerns.
Provided customers with order and delivery updates based on available information.
Updated customer information and maintained accurate support records.
Coordinated with internal teams to address customer concerns and support timely resolution.
Documented customer interactions and maintained organized case information.
Prepared and maintained documentation related to customer cases and delivery concerns.
Followed established procedures and service standards while working independently in a remote environment.

U.S. Electronics Retailer Project & Australian Energy Services Account
Provided inbound customer support for U.S. electronics retail and Australian energy services customers.
Assisted customers with product orders, replacements, billing, payments, account inquiries, and service requests.
Processed customer requests and updated account information accurately using CRM systems.
Coordinated service appointments, follow-ups, replacements, and account updates.
Assisted customers with membership cancellation and retention concerns.
Handled customer concerns professionally and worked toward appropriate resolutions.
Communicated clearly with customers while handling sensitive account and payment-related concerns.
Maintained accurate customer records and followed established procedures and service standards.

U.S. Internet Service Provider & Cable TV Service Accounts
Provided phone-based customer and technical support to U.S. customers.
Assisted customers with internet connectivity, Wi-Fi, cable TV, equipment, and service-related concerns.
Guided customers through troubleshooting procedures using clear, step-by-step instructions.
Diagnosed common technical issues and provided appropriate troubleshooting based on established procedures.
Scheduled service appointments and coordinated follow-ups for unresolved concerns.
Maintained accurate customer and case records using internal support systems.
Handled escalations and coordinated with appropriate teams when additional assistance was required.
Communicated technical information in a clear and easy-to-understand manner.

Internet Security Software Account
Provided phone and chat-based technical support to U.S. customers.
Assisted customers with software installation, activation, configuration, and troubleshooting.
Guided customers through technical procedures using clear, step-by-step instructions.
Documented customer interactions, troubleshooting steps, and resolutions.
Maintained case tracking and follow-up to support complete issue resolution.

Managed billing support, payment processing, and supplier coordination.
Assisted with sales support, order coordination, and general administrative tasks.
Maintained organized financial, customer, supplier, and operational records.
Prepared and managed documentation related to billing, payments, and office operations.
Assisted with scheduling, coordination, and day-to-day administrative activities.
Supported internal staff and customers with routine inquiries and administrative requirements.
Handled confidential business and financial information with accuracy and discretion.