At Poplin, as a Tier 2 Concierge, I specialize in resolving complex customer cases to ensure their long-term satisfaction and retention. I manage escalated phone calls and email inquiries and chat tickets, achieving a 30% improvement in average resolution time compared to Tier 1. Utilizing advanced problem-solving skills, I have successfully resolved 90% of escalated cases within SLA guidelines, exceeding departmental targets.Key responsibilities and achievements include:1. Handling 100+ tickets including escalated phone calls, emails and chat tickets, focusing on thorough issue resolution and customer satisfaction.2. Using Zendesk to manage ticket resolutions with a 95% accuracy rate, contributing to a streamlined support process.3. Collaborating closely with Tier 1 Concierges and cross-functional teams to improve escalation handling processes, resulting in a 25% reduction in customer escalations.4. Implementing proactive measures such as personalized follow-ups and proactive solutions, reducing customer churn by 15%.5.Building and maintaining strong relationships with key accounts, ensuring personalized service and effective issue management.With a proven track record in customer service excellence and a dedication to resolving complex issues efficiently, I contribute to enhancing customer satisfaction and driving success at Poplin.

At Poplin, I focus on cultivating and nurturing strong customer relationships to ensure their long-term satisfaction. As a People Concierge, I specialize in identifying at-risk customers, resolving concerns, and providing tailored support to enhance overall satisfaction.Key responsibilities and accomplishments:1. Managed a high volume of phone calls and email inquiries, achieving a 25% increase in customer engagement.2. Processed ticket resolutions efficiently using Zendesk, contributing to a 20% decrease in ticket resolution time.3. Identified root causes of customer issues and provided targeted support, resulting in a 15% improvement in customer satisfaction scores.With a robust skill set in communication, presentation, and attention to detail, I consistently maintain a customer-focused approach to support Poplin's success.

At Motive, I build and maintain strong customer relationships, ensuring their long-term satisfaction and retention. By proactively engaging with internal teams, I identify at-risk accounts and successfully remediate concerns, achieving a 20% reduction in churn rates. My role as a Customer Success Associate involves maximizing customer lifetime value through targeted upsell strategies, resulting in a 15% increase in upsell revenue.Key achievements and responsibilities:1. Managed a high volume of phone conversations and email inquiries, achieving a 25% increase in customer engagement.2. Developed rapport with customers and effectively employed persuasive rebuttal skills, resulting in a 30% improvement in issue resolution time.3. Processed case resolutions, contract modifications, and cancellations with a meticulous approach using Salesforce CRM.4. Identified root causes of customer issues and implemented fair contract negotiations, contributing to a 10% increase in contract renewal rates.With over 2 years of customer-facing experience and proficiency in CRM software, I am dedicated to delivering exceptional service and strategic problem-solving to drive customer satisfaction and contribute to Motive's success. My strong communication, presentation, and attention to detail skills ensure a customer-focused approach in all interactions.

1. Managed Enterprise G-Suite domain operations, including user management, security, and VPN administration.2. Oversaw computer hardware operations, ensuring functionality and security.3. Trained and supervised new IT hires, fostering team cohesion and core value adherence.4. Maintained accurate inventory records for hardware, software, and manuals.5. Provided responsive user support and troubleshooted hardware/software issues.6. Coordinated with Client Success departments for onboarding and equipment delivery.7. Implemented and optimized security protocols to protect company data.8. Deployed and maintained necessary software and operating systems for employees.9. Resolved hardware and minor internet browsing issues promptly.10. Delivered client services across various platforms effectively.11. Acted as a liaison between team members and senior management.12. Assisted with user support tickets and managed IT associates.13. Coordinated IT equipment logistics and services with Admin Officer.14. Proactively addressed health-related IT challenges and ensured operational continuity.15. Maintained effective communication across all departments for IT-related needs.