• Assisted in daily operations coordination to ensure workflow went smoothly and that tasks were very well managed.• Managed communication with clients through the responding of messages on WhatsApp in a professional and timely manner.• Coordinated with suppliers for materials of good quality to be available at production time.• Organized and scheduled meetings to ensure efficient time management.• Helped create and update product descriptions to increase online presence and customer engagement.

• Resolved complex package return issues for 50+ daily customers, maintaining a first-call resolution rate of ~70%• Guided 200+ potential sellers through platform setup, resulting in a 30% increase in successful seller activations• Analyzed and used the Customer Service Knowledge Base (CSKB) documentation to deliver effective solutions, reducing average handling time by 20% within 3 months• Analyzed relevant knowledge base (CSKB) documentation to provide solutions efficiently, improving AHT by ~35% after the first month in a new department.• Developed training material for sessions, achieving a 20% improvement in KPIs for new hires within two weeks• Conducted weekly quality assurance reviews on a team of 12 members, identifying areas for improvements and implementing correction plans• Implemented a peer-to-peer mentoring program, resulting in a 15% increase in overall team performance• Designed and implemented a peer-to-peer mentoring program, increasing overall team performance within the range of 15%• Initiated a project, implemented within Excel (spreadsheets), that involved cross-departmental data tracking; increased team CSAT by ~7% in a 3-month period• Designed and delivered specialized training sessions on handling difficult customers that cut down the average handling time by 22% the following quarter