Erika Ferrer

• Provide an exceptional level of service to our service users working with a variety of well-known and smaller organization from charity, third sector and government sectors.
• Answered constant flow of customer calls with minimal wait times.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Responds to all inquiries consistent with confidentiality and privacy policies and refers callers to alternate sources when appropriate.

• Track and document all inquiries using the applicable systems.

• Maintain updated knowledge of the Contact Center performance requirements as well as corporate and project policies and procedures.

• Developed guidelines and best practices for maintaining a respectful, professional tone in online discussions.
• Reviewed and approved content submissions according to established policies, ensuring quality control across all channels.
• Kept users' experience safe, enjoyable, and inclusive at all times, so that players of all ages can feel comfortable and confident when using our client's gaming platforms.
• The role is crucial in safeguarding the gaming online community, by making sure any harmful language and inappropriate content is reviewed and moderated at all times and escalated if necessary.

• Contributed to company growth by upselling additional products and services during support interactions.
• Leveraged data-driven insights to fine-tune retention strategies, leading to increased success rates over time.
• Enhanced customer satisfaction by addressing and resolving complex issues promptly.
• Established strong relationships with key accounts, fostering loyalty and long-term client retention.
• Provided exceptional support for new customers, ensuring seamless onboarding experiences.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
• Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
• Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
• Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.