Sylvia Upleger

• Facilitated effective communication between QA, development, and management teams through regular status updates on ongoing projects, including progress reports and issue tracking metrics.
• Improved product reliability through thorough regression testing of bug fixes and new features.
• Collaborated with cross-functional teams to ensure timely resolution of critical software issues affecting customer satisfaction.
• Educated employees on specific QA standards and confirmed maintenance of standards.
• Reported problems and concerns to management.
• Conducted data review and followed standard practices to find solutions.
• Reviewed production processes and identified potential quality issues.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Collaborated with team members to develop best practices for consistent customer service delivery.
• Exceeded performance metrics consistently, earning recognition as a top performer within the team.
• Participated in training programs to enhance product knowledge and customer service skills.
• Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
• Trained new Customer Service Representatives on company policies, procedures, and best practices.
• Conducted training sessions for new hires, ensuring consistent level of service across team.
• Analyzed customer service metrics to identify trends and develop strategies for improvement.
• Investigated and resolved customer inquiries and complaints quickly.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Maintained up-to-date knowledge of product and service changes.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Responded proactively and positively to rapid change.
• Cross-trained and provided backup support for organizational leadership.

• Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
• Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
• Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
• Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
• Used ticketing systems to manage and process support actions and requests.
• Managed high levels of call flow and responded to technical support needs.
• Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
• Maintained high levels of customer satisfaction, consistently exceeding departmental goals.

• Provide customer support via phone and chat, delivering clear solutions and a positive customer experience.
• Resolve billing questions and account discrepancies efficiently while maintaining accuracy and professionalism.
• Troubleshoot basic hardware issues and guide customers through step-by-step resolutions.
• Document customer interactions in CRM systems to support follow-up, reporting, and service consistency.
• Collaborate in a fully remote environment to meet service goals and maintain quality standards.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Responded to customer requests for products, services, and company information.
• Contributed to sales growth by upselling products and services based on individual customer requirements.
• Assisted customers in navigating company website and placing online orders, improving overall user experience.
• Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
• Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
• Improved resolution time with effective problem-solving for customer complaints.

• Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
• Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
• Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
• Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
• Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
• Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
• Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
• Promoted a positive work environment through active participation in team meetings and contributing ideas for organizational success.
• Followed up with customers about resolved issues to maintain high standards of customer service.