Customer Interaction Specialist
Current- Senior team member: handling escalations - liaising with product, tech, finance, sales and marketing to reach a satisfying solution for the customer.
- AI-Driven Transformation Initiatives: Led live chat automation - increased English chat resolution rate (chats closed without human intervention) from 7% to 29% within two months.
- Process Optimization: Designed, implemented a system to streamline agent productivity and accuracy, providing a strong foundation for AI… Show more
- Process Optimization: Designed, implemented a system to streamline agent productivity and accuracy, providing a strong foundation for AI transformation - across three countries.
- Automated Reporting: Created a data capture system/automated quarterly board presentation, using Excel, Powerpoint, VBA.
- Data Analysis: Analyzing data (quantitate and qualitative) to identify problems with internal process or shortcomings in the product.