Alexander Lam

Customer service professional with 5+ years of experience delivering high-quality support in fast-paced environments, including over 2 years in remote settings. Proven ability to resolve customer inquiries on first contact through phone and email, while maintaining high satisfaction scores. Skilled in de-escalation, multitasking across systems, and collaborating with internal teams to ensure accurate and efficient issue resolution.

Customer Service Representative – Collections Department at Empire Share Services (2025-11 – Present)

• Managed customer accounts within the collections department, handling payment-related inquiries and account resolutions.
• Communicated with customers by phone and email to discuss outstanding balances and payment arrangements.
• Documented account activity and customer interactions accurately in CRM systems.
• Maintained professionalism and compliance with company policies while resolving account issues.

Customer Service Representative (Remote/Hybrid) at GBS Data Corporation S.A. (2021-08 – 2024-07)

• Handled high-volume inbound customer inquiries via phone, email, and chat, consistently aiming for first-contact resolution.
• Analyzed customer needs and provided clear, accurate solutions, maintaining a 95% customer satisfaction score.
• Documented all customer interactions and outcomes in CRM systems with high accuracy and attention to detail.
• Collaborated in real time with internal departments (including fraud and technical teams) to resolve issues efficiently during live calls.
• Demonstrated empathy and professionalism when handling escalations, successfully de-escalating complex situations.
• Managed multiple systems simultaneously while maintaining productivity and service quality standards.
• Supported account-related inquiries, including service updates and issue follow-ups.

Customer Service Representative at Mercaprog S.A. (2016-09 – 2020-06)

• Responded to customer inquiries and provided accurate information on services and account-related issues.
• Escalated and tracked technical issues, ensuring timely resolution and customer follow-up.
• Maintained organized case records and contributed to improved workflow efficiency.
• Built strong customer relationships through clear communication and proactive support.

High School Diploma – IPVCE Jose Martí Pérez