Sonam Sonam

- Delivered high-quality customer service across multiple channels (phone, email, chat) with a focus on resolving inquiries efficiently and professionally.

- Utilized Zendesk and Salesforce to manage customer interactions, track tickets, and maintain detailed records of customer issues and resolutions.

• Assisted customers with placing and modifying orders, updating account information, and troubleshooting issues related to their accounts or payment methods.
• Handled escalated customer complaints with patience and empathy, ensuring a positive customer experience while adhering to company policies and maintaining a calm demeanor.

• Managed high call volumes-Inbound and Outbound while providing exceptional customer support and maintaining professional composure.
• Explained key information regarding products and services to customers.

• Maintained high level of data security by adhering to company policies, protocols, and confidentiality requirements.
• Managed approximately 100 incoming calls, emails and faxes per day from customers.

• Overseeing stock levels, ensuring that supplies are ordered and stocked properly, and minimizing waste.
• Managing employee schedules to ensure optimal staffing levels during peak hours while adhering to labor laws and budgetary constraints.

• Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
• Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.