Afua Willock Email & Phone Number

New York, United States

Provided real-time customer support via chat and email, fostering strong relationships with high-value brands and retailers.Resolved complex inquiries for Enterprise clients, excelling in order processing, catalog management, and account troubleshooting.Exceeded ticket closure targets by 20% and maintained a 98% CSAT score through efficient use of Guru cards in Zendesk.Coordinated with brand partners to ensure seamless order fulfillment and inventory management.Shared self-generated macros with the CS team using Notion to improve efficiency.

New York, United States

Achieved 95%+ customer satisfaction score by efficiently managing interactions via Zendesk.Exceeded resolution targets by closing 30+ support tickets daily, delivering outstanding service.Enhanced brand representation by leveraging product knowledge to process orders and troubleshoot issues.Increased customer loyalty through proactive ownership and timely resolution of concerns.Resolved customer frustrations with empathy and problem-solving, fostering positive outcomes.

New York, United States

Efficiently managed high volumes of inbound and outbound calls while maintaining professionalism.Ensured consistent and accurate communication by adhering to tailored scripts for various scenarios.Provided comprehensive solutions by identifying customer needs and clarifying complex information.Maintained data accuracy by thoroughly documenting all interactions and issues in the call center database.Consistently surpassed performance metrics, significantly contributing to the CS team's success.