At Vivid Solutions, I supported SaaS customers with account access, billing, and integration issues. I worked with Product and Engineering to resolve complex cases, contributing to a 96% CSAT score, up from 89% within seven months.
At Fitcabal, I handled customer inquiries across chat, phone, and email while supporting Shopify store operations. I resolved order and payment issues, and used upselling and cross-selling to contribute to a 13% increase in repeat purchases and average order value.
Across ecommerce, SaaS, and service businesses, I’ve supported customers through order, delivery, and booking questions. I’ve also improved support workflows, maintained knowledge base documentation, and identified churn risks—contributing to an 18% reduction in customer churn at Vivid Solutions.
