About
Dynamic Customer Support Specialist with over 3 years of experience driving exceptional customer satisfaction and operational efficiency in fast-paced environments. Expertise in resolving complex inquiries with up to a 95% resolution rate and enhancing service delivery through effective use of CRM systems. Skilled in training team members, analyzing customer feedback, and implementing solutions that significantly reduce repeat complaints and boost productivity. Committed to leveraging technology and empathetic communication to optimize support processes and contribute to overall business success.
Work
Austin, Texas, United States
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Summary
Spearheading customer service operations and enhancing user experience for a leading AI technology firm specializing in gadget and appliance repairs.
Highlights
Streamlined customer service operations within SLAs, enhancing response times for gadget and appliance repairs.
Achieved consistent 90% CSAT score through efficient first-contact resolution.
Managed over 100 daily interactions via WhatsApp, website, and HubSpot CRM, delivering prompt support.
Organized inbound customer leads from advertisements and referrals, ensuring accurate data capture.
Trained new employees on support processes, improving onboarding efficiency and service quality.
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Summary
Provided comprehensive customer support for health insurance and pension plans, focusing on complex inquiry resolution and process optimization.
Highlights
Managed and resolved complex customer inquiries via email, phone, and social media platforms, ensuring comprehensive resolution for health insurance and pension plans.
Achieved a 95% resolution rate for complex user complaints and disputes within SLA, significantly boosting overall customer satisfaction and trust.
Processed plan enrollments, renewals, and payments with high accuracy, contributing to a 10% increase in operational efficiency.
Trained and onboarded new interns on support tools, customer communication best practices, and product guidelines, enhancing team capabilities.
Collaborated with the Operations Manager to escalate and efficiently resolve complex HMO and pension issues, ensuring seamless customer experience and effective problem-solving.
Analyzed customer feedback to identify root causes of recurring issues, implementing process improvements that led to a 15% reduction in repeat complaints.
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Summary
Provided extensive virtual assistance, specializing in lead generation, CRM management, and multi-channel marketing to drive business growth.
Highlights
Generated over 5,000 outbound leads weekly using Snovio and LinkedIn Sales Navigator, resulting in a 15% increase in overall lead volume.
Streamlined lead management workflows utilizing CRM systems, which improved lead-to-conversion rates through efficient organization and tracking.
Qualified and prioritized incoming leads via outbound calls and CRM integration, significantly enhancing lead appointment quality and conversion opportunities.
Led multi-channel marketing campaigns (email, cold calling, content), achieving a 20% rise in lead engagement and a 10% growth in conversion rates.
Delivered timely customer support via email and live chat, resolving inquiries and maintaining a 95% customer satisfaction rate.
Provided comprehensive administrative support, including scheduling, data entry, and documentation, ensuring seamless operational efficiency and contributing to team productivity.
Skills
Customer Support & Service
Customer Support, Customer Service, Issue Resolution, Complaint Handling, Escalation Management, First-Contact Resolution, Customer Satisfaction (CSAT), Customer Retention.
CRM Systems
HubSpot, Zoho, Freshdesk, CRM Integration, Lead Management.
Communication & Interpersonal Skills
Communication Protocols, Empathetic Support, Relationship Building, Cross-Functional Collaboration, Multi-Channel Customer Outreach.
Data Analysis & Decision Making
Data-Driven Decision Making, Feedback Analysis, Root Cause Analysis, Process Improvement.
Sales & Lead Generation
Lead Generation, Outbound Leads, Inbound Leads, Lead Qualification, Sales Navigator, Snovio, Hunter.io, Web Scrapers, Marketing Campaigns, Lead Conversion.
Operational Efficiency & Management
SLA Management, Time Management, Organization, Onboarding & Training, Workflow Streamlining, Administrative Support.
Software & Tools
Slack, ZoomInfo, Nextiva, PressOne, Zoiper, Google Workspace, Microsoft Office Suite, Monday.com, Trello, Asana, Live Chat Platforms.