April John Rioja

I am a dedicated Technical Support Representative with extensive experience in Zendesk email support and knowledge base management. My passion lies in delivering exceptional customer experiences while driving operational improvements in customer support systems. I have a proven track record of troubleshooting customer issues effectively and improving response efficiency.

At Foundever, I managed the Zendesk email ticketing system, processing over 50 customer inquiries daily with a remarkable 98% resolution rate. By implementing automated macros and streamlined workflows, I successfully reduced first response time by 30%. My efforts in developing and maintaining the Zendesk Knowledge Base led to a 20% increase in self-service resolution rates, showcasing my commitment to enhancing customer support.