Richel

Highlevel

HighLevel • Fulltime

Sep 2024 - Jan 2026 • 1 yr 4 mos

-Utilized HighLevel to manage customer interactions and maintain detailed records of inquiries and resolutions. -Delivered specialized customer service across EZE Training, Pre-Need Services, RV, and Party Bus accounts. -Guided customers through platform features and resolved complex technical issues to ensure a smooth user experience. -Collaborated with technical and sales teams to provide holistic solutions tailored to specific business needs. -Identified opportunities to improve chat support workflows and procedures within the platform. Effectively identified complex inquiries and routed them to the proper department or higher-level support teams to ensure timely resolution. -Rapidly mastered different tools to provide accurate product information and technical troubleshooting.

Closebo.ai

Closebot.ai • Fulltime

Jan 2024 - Oct 2025 • 1 yr 9 mos

-Managed chat-based communication channels, ensuring high-quality interactions between customers and AI-driven support bots. -Diagnosed and resolved technical issues related to AI bot performance and guided users through complex system processes. -Developed a comprehensive understanding of AI product features to provide accurate, relevant information to users. -Maintained meticulous records of AI-customer interactions and resolutions within the company’s CRM system. Monitored AI responses to ensure they adhered to established service quality standards and maintained customer loyalty. Effectively identified complex inquiries and routed them to the proper department or higher-level support teams to ensure timely resolution.