✅ Creating & Tracking SLA/KPI✅ Zendesk specialist integrating AI to improve CX✅ Trip Advisor & Trust Pilot 5* reviews up by 20%✅ Staff training implementation✅ Chatbot CX outperformance✅ Collating CX metrics and fostered a customer-centric culture within organisations.✅ Improved response times by more 75%✅ Implemented live chat integration with X, Facebook, and Instagram, streamlining our customer interaction across social media platforms.✅ Achieved target outperformance by exceeding first reply and median response time goals, optimizing customer interactions, and driving exceptional service delivery.✅ Boosted Employee Performance and Development

Spearheaded the coaching and training initiatives for a team of customer service representatives, fostering a culture of continuous improvement and enhancing overall performance.Successfully implemented new queue systems, streamlining operations and increasing efficiency. Conducted probationary evaluations and facilitated upskilling programs to ensure the professional development and growth of team members.Supervised and coordinated the boarding of passengers, ensuring a seamless and customer- focused experience from arrival to departure. Collaborated seamlessly with cross-functional departments to optimize processes and resolve any operational challenges.Displayed exemplary proficiency in complaint management, swiftly and effectively resolving customer issues while maintaining a high level of client satisfaction.Utilized strong problem-solving skills to address complex customer situations, ensuring optimal outcomes for both the company and the customer.