At Chewy, Inc., I handled more than 150 customer contacts a day through phone, live chat, and email, while maintaining a 95% CSAT score. I resolved order, delivery, prescription, and billing issues with a 91% first-contact resolution rate.
I recorded customer interactions in Salesforce with 99.6% data-entry accuracy and helped onboard new remote agents through coaching and shared documentation. I also identified upsell and cross-sell opportunities that contributed an average of $4,200 in additional monthly revenue.
At BELAY Solutions, I supported up to four concurrent US clients with email, scheduling, and administrative tasks, maintaining a 100% on-time task delivery record. I coordinated calendars and travel arrangements and processed invoices, expense reports, and vendor payments using QuickBooks and Google Sheets.
At Biologix Laboratories, I handled client inquiries and complaints, maintained customer records, and coordinated with billing and logistics teams to resolve service requests. I also contributed to a client journey review that identified service gaps and improved escalation procedures.
