Lezly M.

Customer Service Specialist

Hi Clients, My name is Lezly, and I have over 10 years of experience in the Customer Service industry. Throughout my career, I have managed accounts for notable companies, including AT&T U-Verse in the US, Vodafone in New Zealand, and Commander (Vocus Group) in Australia. Below are the skills and experiences I have acquired over the years: **Customer Service and Technical Support Level 1 Agent** - Answered phone calls to assist customers with billing concerns and troubleshoot technical issues. **Correspondence/Email Support** - Responded to customer inquiries via live chat and email. **Resolutions/Complaint Specialist** - Handled escalated calls to assist customers with their concerns further. - Investigated complaint cases. - Negotiated fair offers for both the customer and the company. - Solved problems to help customers resolve issues on the first call. **Telecommunications Industry Ombudsman Officer** - Managed complaints escalated to the Australian Telecommunications Ombudsman. - Conducted outbound calls, sent SMS messages, and composed emails to keep customers and Ombudsman Officers updated on complaints. - Performed investigations and root cause analyses. - Negotiated fair offers for both the customer and the company. - Provided resolutions based on our investigations and gathered evidence. **Qualifications:** - Excellent listening skills, with the ability to solve problems quickly and efficiently while building high-quality professional relationships with customers. - Able to meet company standards both independently and in a team setting. - Strong oral and written communication skills. - Keen attention to detail. - Highly professional demeanor. - Proficient in using Windows operating systems and navigating various applications. - Knowledgeable in MS Office applications. I am looking forward to the opportunity to work with you. Best regards, Lezly