Patience Lander Email & Phone Number

Ontario, Canada

● Optimized cross-department collaboration by initiating and leading weekly feedback sessions with customer support, product, design, and engineering teams, achieving a 30% improvement in communication and teamwork.● Increased client retention by 25% through the development and implementation of a customised onboarding program tailored for high-profile enterprise customers.● Delivered exceptional support (English) via email, chat, and video channels, achieving a 98% customer satisfaction rate.● Streamlined product enhancements by identifying customer trends and sharing actionable insights with product, design, and engineering teams.● Drove product adoption up by 22% through effectively managing inbound requests and showcasing features to diverse customer segments.● Became a recognized product expert, providing valuable insights to both customers and coworkers, contributing to a 15% increase in team knowledge and proficiency.

Florida, Usa

● Achieved a 98% customer issue resolution rate by taking ownership of challenges faced by ISI customers, utilizing a combination of chat, email, and video conferencing to provide comprehensive support.● Enhanced team efficiency by 15% through documentation of product functionality and country-specific nuances, facilitating training of Global Support Team members on handling diverse customer concerns. ● Maintained a strong customer satisfaction score, receiving 95% positive feedback for effective communication, problem-solving, and dedication to meeting client needs.● Led documentation effort of product functionality and country-specific nuances, resulting in a comprehensive knowledge base for the Global Support Team, reducing resolution times by 20%.● Became a recognized product expert, providing valuable insights to both customers and coworkers, contributing to a 15% increase in team knowledge and proficiency.

Lagos State, Nigeria

● Achieved and maintained a 95% customer satisfaction rate by consistently providing accurate and timely resolutions to user inquiries through various channels (phone, chat, SMS, and email).● Exceeded performance metrics consistently, surpassing the set benchmarks for quality, adherence, resolution rate, and efficiency by 10%, leading to recognition as a top-performing team member.● Instrumental in the successful onboarding of new team members, contributing to a reduction in the training period by 20%, ensuring quicker integration into the dynamic support environment.● Led de-escalation efforts, effectively resolving high-stakes customer issues, resulting in a 15% reduction in escalated cases and an improvement in the overall customer experience.● Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions. ● Interface daily with internal partners in accounting, field services, new business, operations and consumer affairs divisions.● Respond to telephone inquiries, providing quality service to customers and associates inquiring about the availability of products or status of orders.● Listen attentively to caller needs to ensure a positive customer experience.● Access electronic and paper cataloging systems to look up product information and availability.

Bachelor Of Science - Bs, Business Management

Bachelor'S Degree, Biology