Esther Michael

I’m a Customer Support Specialist with 5+ years of customer-facing experience, now transitioning into Customer Success. I’ve managed high-volume support across fintech, e-commerce, and SaaS while maintaining a consistent 96%+ CSAT, and my focus is moving upstream—from reactive problem solving to proactive prevention.

At Hypsee by Wisio, I maintain a 97% customer satisfaction rate by resolving sign-up, login, and technical issues via email and live chat. I achieved 90% first-contact resolution across 40+ daily tickets, built internal help documentation that reduced repetitive inquiries by 20%, and preserved trust during complex escalations with proactive customer communication.

Previously, I led customer service for a high-volume Shopify store (80–100 tickets/day) and sustained a 95% CSAT score, while recovering 85% of contested transactions through chargeback and dispute resolution. In fintech at Newedge Finance Limited, I supported onboarding of 200+ new customers per quarter and reduced average complaint resolution time by 35% by introducing structured CRM issue-logging—plus cross-functional collaboration that informed product updates.