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Customer Support Specialist
Customer support specialist who supported MBTA customers remotely through chat and email.
United StatesCustomer Support Specialist at Massachusetts Bay Transportation Authority (MBTA)
Massachusetts Bay Transportation Authority (MBTA)
Delivered remote customer support via live chat and email, providing clear and accurate answers to customer inquiries. Entered and updated confidential customer information across multiple databases, maintaining accurate records.
Live ChatEmail SupportCRMData EntryCustomer Service
Guided customers through website and mobile app features with clear, step-by-step navigation instructions. Maintained accurate customer records and complete interaction documentation in CRM systems.
CRMCustomer ServiceDocumentationWorkflow Optimization
Handled up to 50 inbound customer calls per shift in a remote call center, addressing inquiries with a focus on timely responses and customer satisfaction. Investigated and resolved customer complaints and recommended service improvements to management.
Phone SupportComplaint ResolutionCustomer ServiceProblem Solving
Earned a High School Diploma from Turner Technical Arts High School in 2015.
Earned a High School Diploma from Turner Technical Arts High School in 2015.