Resimi

Customer Satisfaction

JTI • Temps plein

Apr 2026 - Present • 4 mos

Support in Slovak, Czech, and English for an international client portfolio within a high-volume BPO environment. Handled inbound contacts via phone, chat, and email, resolving customer inquiries with a focus on first-contact resolution and minimal escalation. Maintained performance against key KPIs including CSAT, AHT, and quality scores in a fast-paced, metric-driven team. Rapidly onboarded to client systems, processes, and product knowledge within a short ramp-up period.

Customer Service Representative

Google • Temps plein

Nov 2025 - Mar 2026 • 4 mos

Provided multilingual customer and technical support for Google GTech products as part of Google Slovakia team. Managed inbound contacts across phone, chat, and email channels — consistently meeting CSAT, AHT, and adherence targets in a KPI-driven BPO environment. Applied technical troubleshooting skills (Google IT Support Certificate) to resolve account, access, and connectivity issues at first contact where possible. Operated multiple CRM and ticketing systems simultaneously while maintaining accuracy and response quality under high contact volume. Collaborated with team leads and QA to identify recurring issues and contribute to knowledge base improvements.