At Baam, I lead a team of support specialists who provide technical assistance and guidance to our customers and internal users. We use various online tools and platforms, such as Freshdesk, ClickUp, Salesforce Lightning, Zoom, and Slack, to manage tickets, projects, and workflows, and to ensure timely and effective resolution of issues and queries. We also collaborate with the product, engineering, and sales teams to communicate feedback, suggestions, and bugs, and to improve the user experience and satisfaction of our CRM and marketing automation platform. As a result, we have increased customer loyalty and retention by 15% in the past year.I have a BBA in Business from National College Of Business Administration & Economics, where I gained a strong foundation in business, management, marketing, and related support services. I also have a passion for life coaching and helping people overcome psychological and physical challenges, which I applied in my previous role as a Training and Knowledge Specialist at GoHighLevel. There, I supported the development and delivery of high-quality training and knowledge resources for our customers and internal teams, using various online tools and platforms. I successfully created and updated online courses, webinars, videos, articles, and FAQs on various topics related to CRM and marketing automation, increasing customer satisfaction and retention by 25%. I also identified and addressed training and knowledge gaps, and ensured alignment with the company's vision and goals.