Customer Service | Appointment Setter | Amazon & Shopify Specialist | General Vi

Resolved 100+ customer inquiries daily via phone, chat, and email with a 95% first-contact resolution rate Maintained an average CSAT score of 4.8/5 over a 12-month period Achieved 100?herence to Amazon's data protection and compliance standards Managed high-volume customer support during peak seasons, contributing to a 30% reduction in backlog Trained and mentored 5+ new hires on Amazon CX tools and best practices Recognized by team leads for top-tier performance and awarded “Customer Hero” badge multiple times Improved issue resolution time by 25% through effective use of internal knowledge bases and escalation paths Supported order tracking, refunds, returns, and Prime membership concerns with 98?curacy Participated in pilot programs for new tools and provided feedback that improved workflow efficiency

Conducted high-volume outbound and inbound calls to prospective clients, promoting home improvement. Qualified leads based on customer needs, budget, location, and project timelines, ensuring only viable appointments were scheduled. Scheduled in-home consultations, property showings, or virtual meetings for sales teams, maintaining a 90%+ accuracy rate. Maintained detailed records of client interactions and lead status using CRM tools (e.g., VICI, RC Dialer). Collaborated with sales, marketing, and operations teams to optimize lead follow-up and increase appointment conversions. Achieved and consistently exceeded daily and weekly targets for calls made, appointments set, and show-up rates. Utilized persuasive communication techniques and objection-handling strategies to reduce cancellations and no-shows. Provided professional and courteous service to prospects, building trust and enhancing the client experience. Assisted in coordinating schedules between multiple stakeholders including agents, inspectors, contractors, and clients.

Provided frontline support to customers reporting unauthorized transactions, compromised accounts, and suspected fraud across various channels (online, mobile, card, ATM). Investigated and resolved 60–100+ daily customer inquiries, balancing empathy with accuracy while adhering to regulatory and internal fraud protocols. Verified customer identity and performed real-time account reviews to detect fraud indicators and prevent further losses. Educated customers on fraud prevention best practices, account security, and resolution timelines, enhancing trust and satisfaction. Collaborated with fraud operations teams to escalate complex cases and supported timely resolution within SLA targets. Logged detailed case notes and maintained accurate records in CRM and case management systems (e.g., Salesforce, NICE Actimize). Assisted in chargeback processing and dispute resolution for debit/credit card fraud under Regulation E and Regulation Z guidelines. Identified recurring fraud trends based on customer complaints and flagged emerging threats for further investigation. Contributed to high team performance, achieving a 95%+ customer satisfaction score and exceeding quality assurance benchmarks.