Clare Lilian

I’m a customer support professional focused on resolving inquiries quickly, communicating clearly, and maintaining accurate records using CRM systems. I bring a customer-first approach with strong de-escalation and conflict-resolution skills to keep every interaction positive.

Most recently, I supported customers remotely by handling email and phone inquiries, resolving tickets, and keeping case tracking organized in HubSpot and Freshdesk. I also created and maintained SOPs and internal knowledge documentation that reduced response time by 60%, while partnering with internal teams to investigate, resolve, and escalate issues appropriately.

Previously, I led client relations and operations for a makeup brand, serving as the primary contact for consultations, bookings, and post-service follow-ups. I helped drive a 90% client retention rate through personalized service, and I managed scheduling, customer communication, record management, and daily administrative workflows to ensure seamless delivery. Earlier, as a customer care representative in logistics, I reduced delivery-delay complaints by 20% through proactive updates and minimized service disruptions by 80% by addressing delays, incorrect addresses, and failed deliveries with empathy and professionalism, while maintaining accurate delivery logs and achieving 95% satisfactory resolution.