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Customer Support & Experience Analyst with 4+ years in Digital Service Industry
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Competencies
Proficient in managing customer inquiries and issues using Zendesk, Salesforce, and other CRM tools.
Experienced in analyzing customer satisfaction data and generating reports with Tableau and Excel to improve operations.
Skilled in coordinating remote team activities using Slack, Jira, Notion, MS Teams, and video conferencing platforms.
Conducted quality audits and process evaluations to enhance customer service practices.
Handled order-related issues and collaborated with logistics teams to ensure timely fulfillment.
Education
Languages
Summary
Dedicated customer support professional with over 4 years of experience in handling inquiries, conducting quality audits, and optimizing customer interactions. Skilled in data analysis, CRM tools, and cross-functional collaboration to improve service delivery and customer satisfaction.
Key Achievements
- Improved CSAT scores by 10% through quality audits and interaction analysis.
- Managed high-demand accounts like Walmart, Crypto.com, and SeatGeek, ensuring SLA compliance.
- Maintained high customer satisfaction by proactively resolving inquiries and tracking order issues.
Experience
Customer Service Representative
Managed customer inquiries and order-related issues, ensuring prompt resolution., Coordinated with logistics teams to track and resolve order fulfillment concerns., Maintained high customer satisfaction scores through proactive issue resolution.
Customer Experience Analyst
Conducted quality audits and customer interactions analysis, improving CSAT scores by 10%., Analyzed satisfaction surveys and internal errors, generating daily reports to enhance process efficiency., Managed high-demand peaks in accounts such as Walmart, Crypto.com, Hopper, and SeatGeek, ensuring...