As the Deputy Manager of Customer Service at River, an innovative EV startup backed by marquee international investors, I am entrusted with building a resilient customer service team and implementing robust processes to ensure seamless customer experiences. I oversee the entire customer lifecycle, from initial contact through post-purchase support, leveraging advanced technologies such as WhatsApp APIs, cloud telephony solutions, and CRM systems to optimize operations and elevate customer engagement to new heights.With nearly a decade of experience in customer success, inside sales, training, and development, and certifications in dangerous goods and aviation security, I specialize in crafting effective customer service strategies. My responsibilities include developing service standards, handling escalations, analyzing customer feedback to drive improvements, and ensuring compliance with regulatory requirements.I excel in deploying CRM processes, integrating WhatsApp APIs, and leveraging cloud telephony solutions to streamline workflows, automate tasks, and deliver exceptional service standards. I am committed to continuously improving customer service practices within innovative and customer-centric organizations.