• Delivering exceptional customer service by building rapport and trust with large merchandising groups by providing stock information and responding to queries in a timely manner• Leading CRM, IT operations, Budgeting and Configuration Management.

• Led a rollout of CRM software Intercom to automate customer support operations, resulting in a 30% reduction in support load through automation of basic queries with Outbound and Resolution Bots.• Data analysis on primary churn reasons, providing solutions and process changes for better retention.• Translated data into actionable insights and effectively communicated them to relevant stakeholders through the development of dashboards using Mixpanel, CX moments, and Google Data Studio.• Improved operational and experience metrics (e.g., CSAT, wait time, average handling time, contact rate) through the execution of operational excellence and process improvement programs.• Created repeatable onboarding courses for internal hires and wrote self-paced training materials.• Analyzing all customer service related data with the aid of weekly reports, aiming to optimize the way we deal with these cases, and how we can reduce the issues facing drivers and customer on a regular basis.• Identifying potential customer dissatisfaction, coordinating with other internal support functions to improve the customer experience.

• Provide advanced technical support to customers, addressing complex issues related to VPN connectivity, software compatibility, and network configurations.• Collaborate with development and operations teams to escalate and resolve critical customer incidents.• Analyze and troubleshoot network-related problems, including routing, DNS, and firewall issues.• Monitor customer experience through survey feedback, such as NPS and Churn, and proactively contact customers to gather additional feedback and insights.• Handle escalations and address difficult and detailed technical queries within a support environment with high daily targets, ensuring SLA's are achieved.