Catheringean Esma
Administrative & Customer Service Representative
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About
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.
Experience
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.
Education
Bachelor of Science in Tourism Management – Saint Joseph College
