Partner with the engineering team to develop clear, concise, and user-friendly technical documentation (guides, manuals) for a non-technical audience.Create visual aids (diagrams, flowcharts) to enhance understanding of workflows.Continuously improve and optimize internal processes and workflows to increase operational efficiency.Streamline documentation processes for improved efficiency and knowledge sharing.Support team onboarding through welcome emails, form distribution, and follow-up.Manage ad-hoc tasks to ensure smooth team and company operations.

Highly motivated and results-oriented Client Success Manager with a proven track record of exceeding client expectations and driving operational excellence. Skilled in building strong relationships, implementing solutions, and achieving measurable results.Onboarding & Relationship Management: Guided clients through successful onboarding experiences, tailored solutions to client goals, and fostered long-term, successful partnerships.Project Management & Execution: Successfully managed client projects, implemented systems, streamlined processes, and identified opportunities for optimization, leading to increased efficiency and improved client satisfaction.Performance Optimization & Growth Strategies: Collaborated with clients to monitor progress, identify areas for improvement, and develop impactful strategies to exceed KPIs and achieve sustainable revenue growth.Team Leadership & Collaboration: Led and mentored teams, fostered a collaborative environment, and sourced skilled professionals to ensure project success and client satisfaction.Financial Acumen & Strategic Insight: Contributed to financial reporting, provided marketing teams with valuable insights, and collaborated with clients to develop and implement revenue-enhancing strategies.Key Skills: Client Onboarding, Relationship Building, Project Management, Process Optimization, KPI Tracking & Reporting, Revenue Growth Strategies, Team Leadership, Talent Sourcing, Marketing Collaboration, and Financial Reporting.

Provided first-line response via chat, email, and phone.Managed customer inquiries and reviews on the company website.Resolved customer issues related to orders (tracking, missing items, damage, returns, refunds).Answered basic product and company questions (shipping, refunds, pricing).Progressed to handling more complex product inquiries after gaining product knowledge.Escalated unresolved issues to suppliers for further support.Proactively tracked order status and informed customers of any delays.Maintained clear records of customer issues and their resolutions.Assisted with order fulfillment in Shopify and with suppliers (including creating POs).Contributed to process optimization for order fulfillment.Developed SOPs (Standard Operating Procedures) and FAQs for assigned tasks.Created and updated content for the company's self-help knowledge base and FAQs.Managed various ad-hoc administrative tasks, including updating and creating Google Sheets.Developed a performance evaluation system for the new VA.Facilitated regular check-ins to address challenges and ensure clear communication between myself and the new VA.Created knowledge-sharing documents or training materials to ensure consistency in customer service delivery.Onboarded and trained a new Virtual Assistant (VA) as a partner client.Monitored the performance of the new VA, ensuring quality customer service delivery.Maintained a collaborative and supportive environment for both myself and the new VA.

Voxloud US - Tier 2 Customer Support RepresentativeProvided exceptional technical support to customers via chat, assisting with PBX and VoIP connection setup.Utilized JIRA, Intercom, and Atlassian tools to effectively manage customer inquiries and track progress.Collaborated with various managers to identify workflow improvements, streamline processes, and enhance reporting for better customer service delivery.

Assist applicants in their application for a rental property.Assess the applicant’s credit, rental history, and criminal background if they are capable of paying rent.Work with Transunion to determine creditworthiness.Foreseeing the needs of the customers to reduce monthly costs and keep customers loyalAssess missing documents, and reach out to applicants via email and phone.Determine whether documents are valid and legitimate.Assessing the income of applicants to determine if they can sustain monthly rent.Customer-satisfaction-centered – making sure customers will promote the company.

Answer basic billing queries and account-related concerns via Livechat.Assist customers in resolving conflicts with orders and deliveries.Troubleshooting the medical equipment if it’s not working properly.Foreseeing the needs of the customers to reduce monthly costs and keep customers loyalCustomer service centered – making sure customers will promote the company.

Oversees overall day-to-day team functions, checks real-time schedule adherence, monitors and assists in the team's calls, and solidifies that the team is hitting the target of 14.50 minutes of average call handling.Facilitate 1-on-1 feedback and group coaching, setting goals and ensuring targets are hit.Assisting the team's payroll disputes and ensuring they are corrected before the payout.Analyzing the team's week-on-week performance, addressing underlying issues, and formulating a SMART action plan to meet the goal.Develop and address negative behaviors that impact the productivity and efficiency of the team's output. Maintaining quality and ensuring integrity.Validating and scrubbing trouble tickets and doing necessary follow-ups to the customers to prevent callbacks and secure First Call Resolution.Maintaining team motivation and fixing internal issues. Soliciting feedback and resolving impending conflicts within the team.Suggest and Organize team-building initiatives.

Answer basic billing queries and account-related concerns.Analyze dispute claims by cardholders, determine the validity of the dispute, and assist customers in processing the credit for the dispute.Assist customers in resolving conflicts with merchants.Determine fraudulent activities and file fraud claims.

Trained in handling email marketing HTML troubleshooting, and billing inquiries.Assist customers through Phone, Chat, and Email platforms.Answers questions regarding company products and services - both technical and customer service-related.Assist customers with email format issues both in webmail and email client platforms

Assist customers with basic billing and general inquiries over the phone.Troubleshoot connectivity problems for both dynamic and static IP configurations.Create trouble tickets to track and monitor progress.