CLAUDIA GAGOPANE
Virtual Customer Experience Agent
Summary
I am a results-driven customer service professional with over a decade of experience delivering exceptional online customer support and virtual assistance. My expertise lies in providing seamless customer experiences across various platforms, resolving complex queries, and facilitating smooth online transactions. I am a proactive team player, known for strong communication skills, adaptability, and a commitment to continuous learning. With a keen eye for detail and a focus on customer satisfaction, I thrive in dynamic, fast-paced environments, always ensuring positive client outcomes and fostering brand loyalty.
Experienced with client support and troubleshooting. Utilizes effective communication to resolve issues promptly. Knowledge of software tools and user assistance techniques to ensure optimal client satisfaction.
Overview
15
15
years of professional experience
Work History
Customer Care | Support Consultant
Concentrix SA
03.2024 - 04.2025
- Provide expert billing and technical support, resolving customer inquiries efficiently and accurately.
- Handle account setup, billing disputes, fee inquiries, and account information updates with attention to detail.
- Communicate promotions, offers, and plan changes clearly to customers, ensuring they understand available options.
- Tailor calls to meet individual customer needs, recommending the best products and services to enhance customer satisfaction.
- Maintain a professional and courteous call manner while staying knowledgeable about DISH Network products and services.
- Resolve customer issues on the first call whenever possible, demonstrating quick thinking and initiative.
- Utilize multiple internal systems to deliver accurate, tailored information that supports sales and service objectives.
- Stay current with DISH brand updates, products, and service offerings to provide informed assistance.
- Actively up-sell and cross-sell products and services to customers and prospects to meet conversion and sales targets.
- Process customer payments accurately and securely, ensuring a seamless transaction experience.
- Deliver exceptional customer service aimed at providing the best possible experience and fostering customer loyalty.
- Developed comprehensive training materials for new team members, ensuring a smooth onboarding process.
- Mentored junior consultants in best practices for providing exceptional customer service and technical expertise.
- Streamlined support processes for improved efficiency and reduced response times.
- Managed high-priority cases with diligence, ensuring timely resolution and minimal disruption to client operations.
- Implemented proactive monitoring measures, preventing potential system failures and ensuring uninterrupted service delivery.
- Conducted regular performance reviews and provided constructive feedback, fostering professional growth among team members.
- Assisted in the development of knowledge base articles, empowering clients to find answers independently when possible.
- Provided remote assistance for off-site clients through various platforms including telephone, email, chat, or screen-sharing tools as needed.
- Championed ongoing process improvement initiatives, leading to streamlined workflows and increased productivity levels.
- Collaborated with cross-functional teams to address complex client concerns and provide comprehensive solutions.
Customer Experience Advisor
RS Components SA
03.2015 - 11.2022
- Delivered effective, accurate solutions to customer inquiries across multiple communication channels, ensuring high service quality.
- Processed orders, converted quotes, and updated customer information in SAP systems, ensuring accuracy and efficiency.
- Provided online support for Direct Marketing and Standard customers, assisting with website transactions and capabilities.
- Handled customer complaints professionally, ensuring prompt resolution and customer satisfaction.
- Collaborated closely with Internal and Key Account Managers to manage relationships and capture sales leads.
- Ensured call quality assurance and contributed to a high-performance team culture, exceeding customer expectations.
Online Customer Support / Virtual Assistant
BidorBuy (Now BobShop)
10.2012 - 03.2013
- Resolved customer complaints and facilitated successful order processing for local and international customers.
- Acted as a liaison between buyers, sellers, and couriers, ensuring smooth transaction processes.
- Managed order tracking, delivery coordination, and issue resolution.
- Provided comprehensive customer service across email, live chat, and telephone platforms.
- Maintained accurate records of customer interactions, ensuring compliance with company standards.
- Supported the online platform by troubleshooting technical issues and ensuring a seamless customer experience.
Online Customer Support
Exclusive Books (Online Store)
10.2010 - 09.2012
- Responded to and resolved customer queries and concerns with professionalism and efficiency.
- Processed online orders from entry to delivery, liaising with distributors, stores, and suppliers.
- Facilitated procurement and supply chain processes to meet customer demands.
- Ensured accurate documentation of customer interactions, orders, and resolutions.
- Provided multi-channel support through email, live chat, and phone, ensuring high customer satisfaction.
- Supported website maintenance and assisted with technical troubleshooting to enhance user experience.
Education
Certificate - Information Technology
College Campus (IIE)
First Aid Certificate Level 3 - undefined
Absolute Health Services Ltd Pty
No Degree - CYBER SERCURITY
Alison
Online 04.2001 -
No Degree - TEYL Certificate
TFEL UNIVERSAL
Online 04.2001 -
Skills
Customer Relationship Management (CRM)
References
Available upon request.
Disclaimer
I hereby declare that the above information is true and correct to the best of my knowledge and belief. Claudia Gagopane
Timeline
Customer Care | Support Consultant
Concentrix SA
03.2024 - 04.2025
Customer Experience Advisor
RS Components SA
03.2015 - 11.2022
Online Customer Support / Virtual Assistant
BidorBuy (Now BobShop)
10.2012 - 03.2013
Online Customer Support
Exclusive Books (Online Store)
10.2010 - 09.2012
No Degree - CYBER SERCURITY
Alison
04.2001 -
No Degree - TEYL Certificate
TFEL UNIVERSAL
04.2001 -
First Aid Certificate Level 3 - undefined
Absolute Health Services Ltd Pty
Certificate - Information Technology
College Campus (IIE)
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