Catheringean Esma

Customer-focused with solid experience in multichannel support, technical troubleshooting, and customer retention. Demonstrates the ability to resolve complex issues, promote digital solutions, and deliver high-quality service that fosters trust and loyalty. Consistently achieves performance targets while improving customer satisfaction through effective communication and efficient problem-solving.

YouTube Core Service: Chat, Email & Phone at Google (2025-05 – 2026-02)

Provided multi-channel support for YouTube users with focus on customer retention and satisfaction.

• Provided multi-channel support for YouTube users, handling account, billing, and subscription concerns.
• Delivered professional email follow-ups, ensured accurate case documentation, and resolved issues efficiently to maintain high customer satisfaction.
• Retained customers through empathetic issue handling, value driven solutions and targeted of premium plans.

Advisor 1 - Customer service, Google Hardware: Translation service Corporation - CHAT at Concentrix Services Corporation (2019-08 – 2024-12)

Provided expert chat support for Google hardware with focus on technical issue resolution and customer satisfaction.

• Provided expert chat support for Google hardware, resolving technical issues and ensuring seamless order fulfillment.
• Consistently exceeded targets for accuracy, efficiency, and customer satisfaction, and reducing repeat contacts through effective troubleshooting.

Bachelor of Science in Tourism Management – Saint Joseph College