Jennifer P.

Are you looking for an experienced support professional capable of handling critical, sensitive, and high-stakes customer issues that automated workflows cannot solve alone? I am a Resolution Specialist, Chats & Tickets Support delivering AI-assisted, end-to-end support for complex, ambiguous, and non-repeatable cases where human judgment, empathy, and decisive problem-solving matter most. My core focus is resolving multi-party escalations and mitigating customer churn, retention risks, and brand reputational exposure. With a background supporting multinational enterprises across the US, Philippines, and the UAE, I combine strong operational discipline with sharp critical thinking to de-escalate friction and protect the client relationship. Core Areas of Expertise Complex Case Resolution: Investigating and resolving sensitive, non-routine cases from intake to complete resolution, adhering strictly to documented guardrails while exercising clear judgment. Risk & Retention Management: Navigating high-value stakeholder disputes, billing/account holds, and retention-critical inquiries with speed, discretion, and empathy. Cross-Functional Coordination: Collaborating with internal partners (Trust & Safety, Tech Support, Legal, Account Management) and customers to ensure smooth case handling and transparent communication. SOP & Documentation Governance: Actively identifying gaps or ambiguities in macros, knowledge bases, and standard operating procedures (SOPs) to refine team workflows and elevate support quality. Accurate Case Documentation: Delivering precise audit trails, detailed internal ticketing notes, and structured decision rationale for every escalation. Key Competencies AI-Assisted Customer Support & Live Queue Management Multi-Party Dispute & Escalation De-escalation First-Contact Resolution (FCR) & SLA Adherence Root-Cause Analysis & Process Improvement High-Touch Written Communication (Email & Live Chat) Systems & Technical Tools Help Desks & Ticketing: Zendesk, Salesforce Service Cloud, HubSpot Service Hub AI & Knowledge Platforms: Google AI, Zendesk AI Assist, internal knowledge bases & CRM macros Outreach & Pipeline: Apollo, LinkedIn Sales Navigator, Albacross Collaboration & Ops: Slack, RingCentral, Zoom, Telegram, Microsoft Office 365, Google Workspace Project & Document Tools: Dropbox, Aconex, Proliance, Autovault Whether you need a frontline escalation anchor, a specialist for high-tier resolutions, or a dedicated agent to tackle complex, sensitive tickets with minimal supervision, I am ready to step in and deliver immediate value. Let’s connect to discuss how I can support your customer operations.