• Reviewed and interpreted user feedback, conducted research, and analyzed operational data to stay on top of trends, reporting insights to the team resulting in a 30% increase in customer retention.• Led a team to achieve a 15% increase in customer satisfaction within 5 months by implementing efficient workflow and communication strategies.• Leveraged customer management tools, such as JivoChat, to actively engage with customers, promptly addressing inquiries, and monitored… Show more • Reviewed and interpreted user feedback, conducted research, and analyzed operational data to stay on top of trends, reporting insights to the team resulting in a 30% increase in customer retention.• Led a team to achieve a 15% increase in customer satisfaction within 5 months by implementing efficient workflow and communication strategies.• Leveraged customer management tools, such as JivoChat, to actively engage with customers, promptly addressing inquiries, and monitored customer experience operations to ensure high-quality service delivery.• Generated daily reports to track the influx of new customer enrollments, conducted daily reconciliations of inbound and outbound transactions to monitor pending payments, and reviewed previous day's postings to identify and rectify any errors made.• Extracted actionable insights and developed comprehensive reports, effectively communicating findings to stakeholders, fostering a deeper understanding of customer preferences.• Gathered and prepared data for in-depth analysis usingExcel and Power Bl, with a focus on identifying insights into customer behavior, feedback, and transaction trends to drive data-informed decision-making.• Demonstrated proficiency in various administrative tasks, optimizing team efficiency, and maintaining organized operations, contributing to the success of customer support functions.• Facilitated onboarding for junior customer support representatives with comprehensive product knowledge, ensuring they were well-prepared to deliver exceptionalservice. Show less