Acted as the primary contact for inbound messages, supporting both B2B and B2C customers through phone, email, and live chat.Monitored various communication channels and proactively suggested solutions based on knowledge-based articles, ensuring prompt and accurate responses.Demonstrated strong communication skills to understand customer pain points and transfer information clearly and concisely, ensuring a high level of customer satisfaction.Utilized judgment and filtering techniques to identify and escalate requests that required additional support, particularly highly technical issues, to the relevant departments.Collaborated with the Customer Success and Knowledge teams to contribute to the development of self-help content, reducing incoming customer requests and enhancing the overall customer experience.Assisted in the development of new processes within the Support department, actively contributing to its success and continuous improvement.

Coordinate staff and volunteers in company projects.Assist in following up and tracking the work progress of the team and volunteers.Manage social media posts.Schedule meetings and manage calendars.Assist in setting up and follow up on training and events.Answer emails and WhatsApp messages.Draft correspondence such as emails and letters.Coordinate the preparation and proofreading of documents.Help with daily time management.Perform other administrative tasks as assigned.

Proactively made outbound calls to promote and sell products and services while handling inbound calls to address customer concerns, needs, and requirements.Effectively responded to and resolved customer inquiries, providing prompt and satisfactory solutions.Maintained clear and accurate documentation of customer transactions in relevant platforms and systems, ensuring proper record-keeping and organizational efficiency.Demonstrated high professionalism and strong sales/service skills, utilizing extensive program and product knowledge to offer value-based solutions to customers.Identified and escalated issues to supervisors when necessary, ensuring timely and appropriate resolution.Successfully performed any other assigned duties, exhibiting flexibility and adaptability in a fast-paced customer support environment.

Provided outstanding customer service by engaging with customers via phone, email, and chat channels, promptly addressing their inquiries and resolving issues.Proactively collaborated with team members to find effective resolutions to customer requests, demonstrating strong teamwork and problem-solving skills.Actively understood client pain points, effectively communicated their concerns internally, and influenced product enhancements to better meet customer needs.Utilized in-depth product knowledge to collaborate with and assist other teams, contributing to the overall success and improvement of the company's offerings.Created and maintained comprehensive and user-friendly documentation to support customers and the Customer Experience Team, ensuring access to helpful resources for issue resolution.Played an integral role in building and promoting the Outdoorsy brand by embodying a friendly and engaging personality, fostering positive customer interactions and relationships.

Added leads to the system promptly upon receiving new submissions, ensuring accurate and up-to-date information.Provided prompt assistance to clients by effectively responding to inquiries via email, delivering clear and helpful information.Sent out retainer agreements to clients, ensuring proper documentation and adherence to legal procedures.Updated client information as needed, maintaining accurate records and facilitating efficient communication.Assisted lawyers and associates by efficiently booking consultations and managing their calendars, ensuring smooth scheduling and effective time management.Edited documents and emailed them to clients, ensuring accuracy and readiness for their Zoom signing appointments.

Interacted with customers via phone, chat, and email channels, maintaining a positive, empathetic, and professional attitude to ensure excellent customer service.Maintained thorough records of customer interactions, transactions, comments, and complaints, ensuring proper and complete notation for future reference and analysis.Prioritized customer satisfaction and provided exceptional professional support, consistently aiming to exceed customer expectations.Successfully met and exceeded assigned goals for customer satisfaction, quality, and average handling time, demonstrating a strong commitment to performance excellence.

Responsible for supporting and managing escalations, maintaining strong relationships between departments, and addressing client needs effectively.Proactively managed the pipeline of complaints in accordance with guidelines, ensuring proper and timely resolution of customer issues.Established correct expectations with clients, enforced relief measures, and resolved issues through clear and effective communication, fostering positive customer experiences.

Provided exceptional customer service to enhance business performance, ensuring a positive customer experience.Greeted, addressed, and thanked customers in a friendly and professional manner, establishing rapport and fostering positive relationships.Actively listened to and understood customer requirements, providing appropriate clarifications and solutions to meet their needs effectively.Maintained and updated customer documentation as necessary, ensuring accurate and up-to-date information for seamless customer support.Consistently met and exceeded assigned goals for customer satisfaction, quality, and average handling time, demonstrating a commitment to excellence and continuous improvement.

Conducted surveys in various cities across Canada, following established protocols and procedures.Successfully persuaded respondents to participate in telephone surveys, reading questions accurately and recording responses with precision.Thoroughly examined previous records and evidence to ensure the accuracy of collected data, maintaining high data quality standards.Consistently met and exceeded assigned goals for survey completion per hour, showcasing productivity and efficiency.