Lead a team of customer support representatives, providing mentorship and training to ensure high standards of service. • Implemented new support strategies that improved response time and customer satisfaction scores to maximum. • Managed escalated customer issues, resolving complex problems efficiently and maintaining a high level of client satisfaction. • Analyzed customer feedback and support metrics to develop actionable insights and process improvements. • Utilized CRM systems to track interactions and follow-up on all critical customer requests. • Participated in team meetings to share insights and strategies for improving customer support practices. •

Delivered exceptional back office service via email and chat with other departments, handling an average of 70 ticket cases per day. • Developed and maintained comprehensive knowledge of company products and services to provide accurate and effective support. • Identified and reported recurring issues to the higher development team, contributing to enhancements that reduced customer complaints. • Recognized for consistently exceeding performance targets and maintaining a positive, professional demeanor. •

Recommended improvements in products, services or billing methods to prevent future problems. • Built strong relationships with customers through active listening and effective communication. • Attended regular meetings with department heads to discuss strategies for improving overall customer experience levels. • Provided front-line support to customers, resolving inquiries and complaints with a focus on first-call resolution. • Followed up promptly on all unresolved cases from previous shifts. • Navigated multiple computer systems and applications and utilized search tools to find information. •