Customer Support & Sales Career Summary (14+ Years Experience) Proven Track Record in Customer Support & Call Handling: Over 14 years of professional experience delivering exceptional customer service via phone, email, and chat—handling high call volumes daily while maintaining outstanding satisfaction scores. Inbound and Outbound Call Handling Expertise: Comfortable managing both reactive and proactive calls, from troubleshooting customer issues to outbound follow-ups and lead engagement—often exceeding daily call quotas. Strong Focus on First-Call Resolution & Empathy: Known for active listening, empathetic communication, and resolving concerns quickly and efficiently—turning difficult conversations into positive experiences. CRM & Ticketing System Proficiency: Experienced in maintaining accurate case documentation and managing customer lifecycles through various support and sales platforms, ensuring seamless tracking and handoffs. Sales-Driven Service Approach: Successfully blended customer service with light-touch sales—identifying customer needs, offering relevant solutions, and booking appointments or consultations when appropriate. Appointment Setting & Lead Nurturing: Worked as an outbound appointment setter and lead generation specialist, qualifying prospects, following up consistently, and booking warm leads for product demos or sales consultations. Team Collaboration & Customer Advocacy: Partnered closely with sales and support teams to escalate issues, share customer feedback, and advocate for improvements that lead to higher retention and upsell opportunities. Performance-Driven with a Customer-First Mindset: Consistently achieved KPIs in support quality, call handling time, appointment setting, and lead conversion—balancing service excellence with business growth.