At Bolt, I handle customer support across phone, tickets, email, and chat, and manage cases through to resolution in Zendesk. I also follow up on open concerns and take on complex and escalated issues, including safety incidents.
I resolved an urgent payment failure affecting 356 providers across European markets by tracing the cause to account configuration and correcting it at source. I shared the findings with engineering, who implemented a permanent fix.
I increased my personal CSAT score by 30% against a revised team benchmark. I also built an AI-assisted Slack workflow for ticket handling and reporting, and conduct QA audits, calibration sessions, and agent coaching.
