Lezly M.

Dear Clients, My name is Lezly, and I bring over 10 years of experience in the customer service industry, specializing in customer support, technical troubleshooting, complaint resolution, and telecommunications. Throughout my career, I have supported well-known companies, including AT&T U-Verse in the United States, Vodafone in New Zealand, and Commander (Vocus Group) in Australia. Over the years, I have developed a strong skill set in customer relationship management, problem-solving, and effective communication. My professional experience includes the following areas: Professional Experience **Customer Service and Level 1 Technical Support** - Assisted customers with billing inquiries, account-related concerns, and technical troubleshooting through phone support. - Identified issues and provided timely, effective solutions to enhance customer satisfaction. **Email and Correspondence Support** - Responded to customer inquiries and concerns through email and live chat. - Provided clear, professional, and timely communication to ensure a positive customer experience. **Resolutions and Complaint Specialist** - Handled escalated customer concerns and provided appropriate resolutions. - Investigated complaints to identify underlying issues and determine suitable courses of action. - Negotiated fair and mutually beneficial resolutions for both customers and the company. - Focused on resolving customer concerns efficiently, with an emphasis on first-contact resolution. **Telecommunications Industry Ombudsman (TIO) Support** - Managed complaints escalated to the Australian Telecommunications Industry Ombudsman. - Maintained regular communication with customers and Ombudsman officers through outbound calls, SMS messages, and email updates. - Conducted thorough investigations and root cause analyses to identify the source of customer concerns. - Evaluated evidence and negotiated fair resolutions in accordance with company policies and applicable procedures. - Delivered well-supported resolutions based on investigation findings and documented evidence. Core Skills and Qualifications - Excellent active listening, analytical thinking, and problem-solving skills. - Strong verbal and written communication skills. - Proven ability to build and maintain positive, professional customer relationships. - Effective time management and the ability to meet performance standards independently and as part of a team. - Strong attention to detail and a commitment to delivering high-quality service. - Professional, adaptable, and customer-focused approach to handling inquiries and resolving concerns. - Proficient in Microsoft Office applications and Windows operating systems. - Experienced in navigating multiple software applications and systems to manage customer accounts and support operations. I am committed to providing reliable, efficient, and high-quality service while building lasting professional relationships with clients. I look forward to the opportunity to contribute my experience, skills, and dedication to your team and help support your business goals. Thank you for your time and consideration. Best regards, Lezly