I have worked in the customer support realm for years. From SaaS startups in the tech world, Shopify stores, Amazon Seller Central, and so much more!
Throughout my journey, my mission has always been clear: solve problems efficiently, keep the customer at the heart of every solution, and ensure seamless, exceptional experiences.
Key Skills and Expertise:
- Full-stack problem solver: From troubleshooting complex issues to implementing solutions that streamline support processes.
- Zendesk Specialist: Mastery of Zendesk, including implementation, automations, triggers, optimization, and training. I’ve built help desks from the ground up and integrated tools via APIs.
- Omnichannel support: Experienced in managing customer interactions across various channels—email, chat, phone, and social media—providing consistent, high-quality service.
- Data-driven reporting: Expertise in reporting key CX metrics, delivering actionable insights to stakeholders, and continually improving performance.
- Risk Mitigation: Proactively identifying customer pain points and mitigating risks before they escalate into bigger problems.
- Coaching and Leadership: Training teams and coaching individuals on managing escalations and building deeper customer loyalty.
- Community Management: Supporting and managing customer communities, facilitating conversations, and ensuring satisfaction through engagement.
What sets me apart?
I don’t just aim to resolve issues; I work to enhance the customer journey by improving processes, anticipating challenges, and proactively building resources that make their lives easier. Whether handling executive escalations or implementing new systems, my approach is both empathetic and action-oriented. I love digging into complex problems, and nothing is more rewarding than turning a frustrated customer into a loyal advocate.