* Client Onboarding and Support: Successfully onboarded clients, guiding them through the initial setup, product training, and deployment phases. Established a structured onboarding process that reduced client onboarding time.* Account Management: Managed and nurtured relationships with a portfolio of [25] key accounts, becoming the primary point of contact for any inquiries and support needs, and implemented tailored success plans that increased customer satisfaction rates within the first year. * Product Optimization: Collaborated closely with the product development team to relay customer feedback and insights, leading to product enhancements that improved user experience and addressed common customer challenges.* Renewals and Upselling: Achieved a customer retention rate and successfully upsold additional services and products, contributing to an increase in annual revenue total.* Cross-functional Collaboration: Worked closely with the sales, marketing, and technical support teams to align on customer success strategies, ensuring a cohesive approach to client satisfaction and product improvement. * Cross-functional Collaboration: Worked closely with the sales, marketing, and technical support teams to align on customer success strategies, ensuring a cohesive approach to client satisfaction and product improvement. * Performance Metrics: Monitored and reported on customer success metrics, including Net Promoter Score (NPS), Customer Satisfaction (CSAT) scores, and renewal rates, to inform strategic decisions and improve service delivery.

* Customer Support: Handle customer inquiries and complaints via phone, email, and chat, ensuring timely resolutions.* Outbound Communication: Make outbound calls to address customer needs, concerns, and gather feedback.* Active Listening & Solutions: Actively listen, clarify, and resolve issues, diffusing frustrated customers when needed.* Sales Recommendations: Recommend products or services based on customer needs. * Order Assistance: Assist with order placements and delivery tracking. * Continuous Learning: Participate in training to stay updated on Breadfast’s offerings and services. * Process Improvement: Suggest improvements to enhance customer experience.

* Team Leadership: Oversee and guide the chat support team, ensuring efficient and accurate handling of customer queries via live chat.* Subject Matter Expertise: Provide in-depth knowledge and solutions for complex chat-based inquiries, serving as the go-to expert for team members.* Performance Tracking: Monitor team performance metrics (e.g., chat response time, resolution rate) and ensure alignment with service level agreements (SLAs).* Training and Mentorship: Train team members on chat communication best practices, product updates, and troubleshooting techniques.* Process Optimization: Identify and implement improvements in chat workflows to enhance efficiency and customer satisfaction.* Customer Engagement: Ensure high levels of customer satisfaction through effective communication, timely issue resolution, and maintaining a professional tone in chat interactions.

* Lead Team: Manage a team of technical advisors to ensure efficient resolution of technical issues and high-quality service delivery.* Provide Expertise: Act as the main point of contact for escalated technical issues, offering solutions related to Malomatia’s products and services. *Monitor Performance: Track team performance metrics and implement improvements to enhance service quality. * Customer Relations: Maintain strong client relationships, delivering proactive technical consultancy and recommendations. * Training: Conduct training sessions to develop team members' technical skills and product knowledge

* Manage Postpaid Complaints: Handle customer complaints related to postpaid billing, payments, service disruptions, and account management within Orange’s product and service portfolio.* Provide Empathetic Support: Actively listen to and empathize with customers, offering clear explanations of Orange’s services and resolving issues efficiently.* Technical Troubleshooting: Assist customers with technical issues related to Orange’s postpaid plans, network services, and mobile devices, escalating when necessary.* Account Adjustments: Make account adjustments (e.g., bill corrections, credits, or plan changes) to resolve postpaid customer issues.* Recommend Services: Suggest relevant Orange postpaid plans, upgrades, or add-ons that fit the customer’s usage and needs.* Ensure Compliance: Follow Orange’s policies for postpaid billing, service agreements, and customer care to ensure compliance and service consistency.* Continuous Learning: Participate in Orange’s internal training to stay updated on postpaid services, customer care tools, and new offers.