As an Omni-Channel Customer Experience Manager, I oversee a department that handles a high volume of weekly support tickets. During my tenure, we've achieved a 10% reduction in ticket volume, a 37% improvement in Average First Response Time, and a 15% improvement in Average Resolution Time. These results were accomplished through strategic automation and process enhancements.

Highly skilled customer service professional with over 15 years of experience in e-commerce operations, including 4 years in e-commerce customer service management. Proficient in Gorgias, Help Scout, and Zendesk CRMs, with a strong preference for Gorgias. Experienced in providing exceptional customer support for e-commerce brands at various stages, from pre-launch to established 9-figure companies.

Founding CX Manager. Trained and led a team of 3 CSRs responsible for managing a high volume of support inquiries. We maintained an average first response time of 5 hours and an average resolution time of 12 hours, maintaining an average Customer Satisfaction score of 93%. Established and maintained a robust internal knowledge base for CSRs and public-facing Gorgias Help Center (FAQs) on gxvebeauty.com, empowering agents and customers with accurate information. Additionally, I curated a roster of over 1,000 influencers, media members, and celebrities for GXVE's PR gifting efforts. I was responsible for influencer engagement, communication, and order processing.

Founding CX Manager. Managed day-to-day operations and return processing, while acting as primary contact for warehouse fulfillment issues, ensuring operational efficiency and customer experience. Developed workflows and template responses, leveraging Zendesk for effective communication, enhancing organization's responsiveness and assuring consistent and professional interactions with customers. Responded promptly to customer inquiries across chat, email, and social media, delivering exceptional customer service, fostering positive relationships, and guaranteeing seamless and unified customer experience.

Provided exceptional customer service through phone/email interactions, ensuring compliance of all accounts with ZipRecruiter's Terms of Use and Job Posting Guidelines, developing trustworthy and reliable platform. Carried out fraud investigations, eliminating non-compliant accounts according to ZipRecruiter's standards and maintaining safe and trustworthy platform for users.

Executed extensive and meticulous business-critical investigations on sensitive subject matter, contributing to organization's commitment to maintaining secure and trustworthy platform. Determined appropriate compensation or resolution for issues outside of insurance coverage, showcasing commitment to fair and equitable outcomes in alignment with organization's policies. Conducted comprehensive reviews of user histories, making recommendations and decisions regarding future account access for Uber riders and partners, enabling maintenance of secure and reliable user base.

Administered customer support inquiries from Uber's social media platforms, ensuring timely and effective responses and contributing to positive online brand image. Employed fair and analytical approach to determine appropriate resolutions for each customer issue, promoting equitable solutions and maintaining customer satisfaction. Safeguarded integrity of platform by using internal tools to identify and mitigate fraudulent behavior, following approved support protocols.

Contract-To-Hire. I delivered exceptional customer service via email and phone from Tier 1 to Tier 3 level support tickets. I aided customers by actively listening, identifying solutions to problems, and providing recommendations based on comprehensive product knowledge. I cultivated empathetic client relationships and established a reputation for surpassing service standard objectives.