Myterly Cheriscat Ezean

• Promoted from Passport Specialist after 8 months due to strong performance.
• Connect with customers through email and phone to provide updates and support with their passport applications
• Address customer questions and concerns promptly, secure a positive and smooth experience
• Act as a point of contact for call center agents on Slack, offering guidance and quick responses to help resolve customer issues
• Work closely with different teams to keep processes running smoothly and meet service expectations
• Stay organized and handle multiple tasks in a fast-paced environment, while ensuring attention to detail
• Maintain detailed, accurate records and ensure timely follow-up for each customer inquiry.

Zendesk Support Responsibilities:

• Manage customer support tickets through Google-integrated Zendesk, prioritizing and documenting resolutions.
• Respond to support emails with urgency and empathy. ensuring a seamless customer experience.
• Identify trends in tickets issues to suggest workflow improvements and enhance the knowledge.

• Reviewed passport applications, ensuring all documents were accurate and complete for smooth processing
• Communicated with customers via phone and email to provide updates on their application status and answer any questions or concerns
• Guided customers through the expedited passport process, helping them understand requirements and timelines
• Verified application details to prevent delays and ensure everything met government regulations
• Collaborated with internal teams to quickly resolve any issues and keep passport processing on track
• Kept detailed records of applications and customer interactions for efficient follow-up and case management

• Confirmed appointments, communicated with clients and updated client records
• Managed multiple tasks and met time-sensitive deadlines
• Answered central telephone system and directed calls accordingly
• Maintained confidentiality of information regarding clients and company
• Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance
• Answered phone promptly and directed incoming calls to correct offices
• Provided clerical support to company employees by copying, faxing and filing documents
• Adhered to strict HIPAA guidelines to protect patient privacy

• Conducted primary source verifications, including background checks, and confirmed information accuracy
• Organized and managed records for client applications, ensuring compliance with company policies
• Executed data entry audits, identifying and correcting errors to maintain high data quality standards
• Assisted in scheduling and operational tasks, improving overall efficiency within the HR department

• Answered customer calls regarding billing inquiries, helping to resolve issues and explain charges in a clear and friendly way
• Assisted customers in troubleshooting device issues, walking them through solutions step-by-step
• Offered additional services and product upgrades based on customer needs, providing tailored recommendations
• Maintained high levels of customer satisfaction by delivering efficient, courteous, and accurate support
• Documented customer interactions and resolutions for future reference and follow-up
• Collaborated with team members to meet performance goals and ensure excellent service delivery