About Candidate


Work & Experience

Senior Customer Support Specialist June 2019 - February 2024
Qualtry (via Upwork)

Qualtry is an e-commerce service located in Lindon, Utah. They specialize in creating personalized gifts for various occasions. • As a Senior Customer Service Representative at Qualtry, I played a crucial role in ensuring exceptional customer experiences • My primary responsibilities included handling customer inquiries, concerns, and requests via phone, chat, and email channels • I provided accurate and timely responses to resolve issues, answer questions, and assist with product-related queries • I utilized Gorgias, an AI-fueled customer service solution, to manage customer interactions across various channels • I also utilized the Shopify platform to address customer inquiries related to orders, payments, refunds, and generating discount codes • Additionally, I collaborated with the ShipStation platform to handle shipping-related inquiries, assisting customers with tracking shipments, updating delivery details, and resolving shipping-related issues • I also managed customer feedback by responding to reviews from different platforms and regularly addressing customer queries and concerns • Furthermore, I supervised a team of customer service representatives, onboarded new team members, and mentored and coached them using industry best practices.

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