Customer/ Technical Support

US-Mobile Aug 2015 – Present

Senior Supervisor, Technical Support

• Provided high-quality customer support using calls, chats, and emails to help customers troubleshoot technical issues.

• Developed a strong understanding of customer needs and concerns, and effectively communicated complex technical information in a clear and concise manner.

• Played a key role in bringing up the company's reviews on Trustpilot to above 95%, through exceptional customer support and technical troubleshooting

• Designed a system for ongoing review and optimization of KPIs, ensuring that the team was always performing at its best.

• Designed and implemented a comprehensive training program for new team members, which helped to ensure that they were productive and effective in their roles from day one.

• Created a comprehensive knowledge base for the company, ensuring that team members had access to the latest information on products and services.

• Worked closely with HR to identify areas for training and development, and to recruit new talent to the team.