Senior Customer Support Specialist & Mentor
Teleperformace <Majorel> (Microsoft Volume Licensing)
Aug 2022 - Current (3 years 11 months)
• Delivered high-quality post-sales support for Microsoft volume licensing across EMEA, resolving complex issues and enabling customers to optimize product utilization. • Managed customer interactions across phone, chat, and email, consistently achieving 90%+ customer satisfaction scores. • Tracked and documented cases in Microsoft Dynamics 365, ensuring efficient resolution and collaboration on escalated issues. • Mentored and onboarded 10+ new hires, improving team performance and reducing onboarding time by 30%. • Exceeded key metrics, including response time and first-call resolution rates, contributing to a 20% improvement in overall customer satisfaction.