Handled customer service requests via email and chat support queues, ensuring resolution within defined SLA timelines. Performed case investigations by validating user requests, account details, system logs, and documentation before processing. Followed detailed SOP workflows to ensure compliance and maintain consistent service quality. Applied analytical judgment to prioritize tickets and escalate complex cases following operational guidelines. Maintained high accuracy and documentation quality while handling daily productivity targets. Used ticketing tools to document actions and provide updates to internal stakeholders.