Proven success in delivering exceptional service, resolving complex inquiries, and building lasting relationships. Skilled in proactive engagement, active listening, and personalized solutions. Adaptable team player thriving in fast-paced environments. Proficient in managing customer lifecycles, exceeding KPIs. Strong written and verbal communication skills, utilizing CRM systems and ticketing tools effectively. Passionate about helping customers achieve their goals, leveraging insights for product improvements. Committed to delivering exceptional experiences and contributing to organizational success.
Senior Customer Support Specialist
The role involved proactive engagement with customers through Intercom and email, resolving over 100 conversations weekly, alongside maintaining a knowledge base of 10 articles for customer reference and handling VAT invoices and refunds. Additionally, conducting daily product walk-throughs and demos resulted in driving an average of $567 in monthly sales. Internally, responsibilities included creating and managing an internal knowledge base, conducting quality reviews to maintain a score above 95%, investigating product issues, and pitching feature ideas to the product team. Furthermore, the role entailed managing the training and onboarding of 5 new recruits over 3 months, providing mentorship and guidance on duties and best practices.
Customer Support Agent
In this role, the primary focus was on diagnosing and resolving up to 400 weekly customer tickets across various issues, while also efficiently processing over 250 orders weekly through Zendesk and Intercom. Collaborating with a team of 5, efforts were directed towards continuously improving the customer experience. Additionally, the position involved identifying and communicating product feature requests to the product team based on customer feedback, as well as providing support to customers with purchase, return, or product inquiries. Moreover, training and onboarding three new employees on technical and operational aspects of the job were essential responsibilities.
Part-time SEO Content Specilaist
In this role, responsibilities included sending quarterly content proposals featuring six blog post topic ideas, followed by researching and creating up to six blog posts for three websites each. Additionally, tasks involved proofreading existing content, advocating for and educating others about services, and maximizing site traffic through the strategic use of Search Engine Optimization keywords.
B.A Economics and Sociology
During my pursuit of a B.A. in Economics and Sociology, I engaged deeply in interdisciplinary study, gaining a comprehensive understanding of economic principles and societal dynamics. Through rigorous coursework, I developed analytical skills to assess complex social and economic issues, conducting research on topics such as statistical analysis, business strategies in e-commerce and . Additionally, I applied theoretical frameworks to real-world scenarios, fostering a nuanced perspective on global economic trends and their impact on diverse communities. My academic journey equipped me with the ability to critically analyze customer data and communicate their findings effectively, understand Saas business metrics and propose innovative solutions to reduce churn
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