Open to opportunities

Chantel Swaby

@chantelswaby

Message

Customer support specialist with a commitment to service excellence.

Canada

Message

What I'm looking for

I am looking for a role that values customer satisfaction and offers opportunities for professional growth.

I am a dedicated customer support specialist with extensive multi-channel experience, including phone, live chat, and ticket systems. My proven track record in delivering exceptional service has enabled me to resolve complex issues effectively while fostering customer loyalty. I am skilled in using various CRM tools such as Zendesk and Salesforce, which enhance my ability to provide top-notch support.

Currently, I serve as an Extended Services Specialist at Emburse Inc., where I deliver expert-level support and configuration services to clients. My role involves customizing product setups based on client requirements, facilitating training sessions, and collaborating with cross-functional teams to ensure project success. I continuously strive for service excellence and am committed to improving processes for better customer experiences.

Experience

Work history, roles, and key accomplishments

Current

Extended Services Specialist

Current

Emburse Inc.

Jun 2024 - Present (11 months)

Delivered expert-level support and configuration services to clients via email and Zoom, customizing product setups based on client requirements. Facilitated client training sessions, consulted on effective product use, and collaborated with cross-functional teams to resolve issues and execute projects.

Product Configuration Customer Training Technical Support Zoom Email Support

Customer Support Expert

Emburse Inc.

Jul 2023 - Jun 2024 (11 months)

Received and addressed inbound support cases via email, web form, telephone, and live chat, creating and updating support tickets using Zendesk and Salesforce. Performed testing, troubleshooting, and analysis activities to resolve support cases, maintaining high standards of communication.

Customer Support Zendesk Salesforce Troubleshooting Communication Live Chat Support Email Support Ticketing

Customer Experience Agent

Sunwing Airlines

Apr 2022 - Jun 2023 (1 year 2 months)

Handled customer inquiries, complaints, and travel assistance via Zendesk ticket support, optimizing team efficiency by assigning tickets to appropriate agents. Managed and analyzed large volumes of data for reporting purposes, developing expertise in airline policies and suggesting process improvements.

Customer Experience Zendesk Data Analysis Process Improvement Ticketing

Education

Degrees, certifications, and relevant coursework

University of the West Indies

Bachelor of Science (Honours), Biotechnology

Completed a Bachelor of Science with Honours in Biotechnology. Gained foundational knowledge and practical skills in biological sciences and their technological applications.