Daisy Buumba

I am a customer service professional with 4+ years' experience delivering high-quality support in global, remote-first environments. I focus on empathetic communication and consistent CSAT performance while resolving complex customer issues.

I have managed high-volume channels across chat, email, and phone—handling 60+ daily inquiries with 4.5+ CSAT at a global ride-hailing and eCommerce platform and 80+ daily billing and technical inquiries at a subscription service. I also supported 100+ inbound/outbound calls in financial services roles.

I am proficient with a broad support tech stack including Zendesk, HubSpot, Salesforce, Intercom, Freshdesk, Aircall, Amplitude, Asana and Google/Microsoft productivity tools. I drive cross-functional coordination, escalate product issues to engineering and ops, and contribute actionable feedback and documentation to improve service and self-service resources.

I led a team of nine agents to standardize ticket triage, reducing average handling time by 20%, and consistently streamline workflows to improve resolution rates. I am motivated to deliver exceptional customer experiences that build trust, loyalty and retention while growing into expanded operational or leadership responsibilities.