• Managed customer lifecycle: Handled customer requests from initial offer creation to order delivery, ensuring smooth transitions and timely resolutions.• Provided comprehensive support: Resolved customer complaints, inquiries, and requests via phone,email, chat, and Salesforce, exceeding customer satisfaction expectations.• Streamlined case management: Logged and managed cases, change requests, and customer visitsefficiently using Salesforce, facilitating internal collaboration and timely escalations.• Enhanced communication: Ensured clear and accurate customer messages reached appropriate teams, escalated critical complaints, and maintained close follow-up with stakeholders until resolution.• Offered expert assistance: Delivered first-line customer support across various channels, includingphone, email, chat, and Salesforce, as well as in-person customer visits.• Navigated commercial complexities: Provided accurate and efficient support on pricing, availability,product selection, and catalog inquiries, leveraging expertise in SAP and Salesforce.• Optimized logistics: Streamlined order entry, management, and returns handling, ensuring accuracy and timely deliveries.• Empowered customers: Increased customer engagement and satisfaction by promoting Schneider'sdigital customer support tools.• Championed process improvement: Spearheaded an initiative to significantly reduce customer support resolution time from 106 hours to 26 hours, improving efficiency and customer satisfaction.

I was responsible for planning and building projects and handling collaborations with NGOs and governmental agencies.I have attended multiple training and workshops given by UN officials and field leaders.