Campus Press is a division of Incsub, focused on providing fully managed enterprise grade hosting, training and user support to educational institutions.My work at CampusPress includes:● Engage with educational institutions, building strong relationships with key decision-makers to promote Campus Press' fully managed hosting solutions.● Drive the sales process by delivering tailored presentations, addressing unique institutional needs, and demonstrating the value of our enterprise-grade hosting, training, and support services.● Collaborate closely with universities to understand their digital infrastructure requirements, providing consultative solutions that enhance their online presence and improve user experience.● Actively manage communication with prospective and existing clients, ensuring customer satisfaction, addressing inquiries, and supporting successful onboarding and implementation.

WPMU DEV is a division of Incsub, focused on providing WordPress plugins, hosting, support and site management tools to freelancers, web developers and agencies.My role at WPMU DEV involved:● Managed end-to-end customer account operations, including billing inquiries and technical support, ensured timely and accurate responses.● Implemented sales strategies that drove product adoption and client retention, leading to a 20% increase in account renewals year-over-year.● Collaborated cross-functionally with the development team to identify product improvements, directly contributing to customer satisfaction and reduced churn rates.● Proactively managed large client portfolios, building strong relationships and offering customized solutions to meet business needs.

● Responsible for supervising daily customer support activities within myteam; working on projects and interfacing directly with developers andother team members to help them to identify and resolve issues.Duties● Establish and improve processes related to customer relations,service delivery and document processing resulting in greaterorganization and tracking.● Assisted the development team to successfully launch virtualgames (Lucky 6, Electronic games) during the COVID-19 lock-downperiod, to keep customers engaged on the website.● Lowest customer turnover ratio in 2020.● Reduced customer response time by 80% withimplementation of effective customer servicetechnology.● Received an average of 90% customer satisfaction rating over 2years, by reviewing call center standards with employeesperiodically.

● Resolved an average of 300 inquiries in any given week andconsistently met performance benchmarks in all areas (speed,accuracy and volume).● Provided basic technical support for clients on a wide range ofcompany products, resolving issues at an 85% increase rate.● Processed customer account changes, responded to customerbilling inquiries, and assisted customers in updating billinginformation on a daily basis.● Kept records of customer interactions and transactions, recordeddetails of inquiries, complaints, comments, and actions taken.● Helped to resolve a recurring service complaint by analysingreports and identifying a major process bottleneck which led to a90% reduction in the number of tickets for this specificissue.

● Maintained client relationships by proactively addressing concerns and providing solutions, contributing to a higher retention rate for the company.● Engaged with clients to provide insights on value propositions, helping to secure ongoing engagement with the company’s services.