I've supported customers at Henry Meds and Octopus Energy, resolving healthcare, billing, account, order, and documentation issues across phone, email, and live chat. At Henry Meds, I managed approximately 100 cases daily while coordinating resolutions among customers, healthcare providers, pharmacies, and internal teams.
I've consistently met SLA targets, maintained detailed case documentation, and used Zendesk and CRM tools to provide accurate, timely updates. I converted approximately 90% of interested callers into subscribers and exceeded individual KPIs by at least 30%.
At Octopus Energy and Shell Energy, I handled complaints, technical assistance, service disruptions, and billing inquiries, including urgent cases resolved within 1–2 hours. I also created coaching sessions for new agents that improved call handling and increased complaint closure by up to 90%.
