Paulina Fraser Tech-savvy Customer Support Specialist

Technical Support Moderator

SHRM

Apr 2023 - Current (3 years 4 months)

Provide technical support for online courses offered by SHRM. Troubleshoot issues related to course access, user accounts, and platform navigation. Assist learners via live chat, email, and online forums. Collaborate with course instructors and platform developers to resolve technical problems and enhance user experience.

Technical Support Specialist

Automattic

May 2022 - Dec 2023 (1 year 8 months)

Delivered email-based support for WordPress.com, WooCommerce, Jetpack, and Tumblr. Guided customers through setting up and optimizing websites, plugins, and themes. Resolved technical issues related to website functionality, payment processing, and plugin compatibility. Collaborated with developers to troubleshoot and address complex technical challenges, ensuring a seamless user experience.

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Real Estate Virtual Assistant

Southern Hills Home Buyers

Jan 2021 - Jan 2022 (1 year 1 month)

Responded to inquiries from potential buyers, sellers, and investors via email, phone, and chat. Qualified leads based on predefined criteria. Maintained and updated the CRM with new leads and their statuses. Set appointments for real estate agents.

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Retention and Customer Service Specialist

Culligan Water

Jan 2019 - Jan 2021 (2 years 1 month)

Engaged with customers via live chat, ensuring their questions and concerns were promptly addressed. Delivered comprehensive product information to help customers make informed decisions. Assisted customers through the purchasing process, fostering a seamless and positive experience. Resolved customer complaints and challenges efficiently to maintain satisfaction and loyalty. Established strong relationships with customers through professionalism and personalized communication. Collaborated with the management team to stay updated on product offerings and company policies, ensuring consistent and accurate support.

Sales Development Representative

Lean Solutions Group

Jan 2018 - Jan 2019 (1 year 1 month)

Generated new business opportunities by qualifying leads and prospecting through existing business accounts to engage with potential buyers. Maintained accurate stock lists and managed inventory audit processes. Analyzed logistical problems and developed new solutions.

Paulina Fraser

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