Josephine Amo

Delivered customer support via phone and email, handling 50+ inquiries weekly while maintaining a 4.8/5 satisfaction score. Implemented a Zendesk ticketing system and trained 3 part-time support agents on product knowledge and escalation procedures.

-Delivered direct customer support via phone and email, handling 50+ inquiries weekly and maintaining a 4.8/5 satisfaction score.
-Designed and implemented a ticketing system (Zendesk) to track, prioritize, and resolve customer issues, reducing average resolution time by 30%.
-Trained and supervised a team of 3 part-time support agents on product knowledge, communication etiquette, and escalation

Provided end-to-end customer support for global clients via email and chat, resolving inquiries and maintaining customer satisfaction. Managed 15+ concurrent client accounts and documented common issues to create self-service resources.

- Provided end-to-end customer support for global clients, resolving inquiries via email and chat.

- Managed 15+ concurrent client accounts, ensuring timely issue resolution and maintaining customer satisfaction.

-Documented common issues and created self-service resources, reducing repeat tickets.

- Assisted with client intake and data entry, ensuring accuracy in record-keeping for client files.
- Coordinated outreach campaigns to community members, increasing program enrollment.
-Demonstrated active listening and empathetic communication in sensitive client interactions, improving client satisfaction scores.

Assisted with client intake and data entry to support accurate record-keeping. Coordinated outreach campaigns and provided empathetic support in sensitive client interactions.

Supported psychologists and counselors in assessment, record‑keeping, and outreach activities.

Observed counseling sessions and contributed to client file organization and data management.

Developed strong communication, empathy, and administrative skills in a mental health setting.

Learnt how to effectively use PowerPoint to create engage and informative PowerPoints to facilitate teaching and learning

Gained in-depth knowledge on Mental health, problems, how to recover, effective roles individuals can play in aiding recovery and the interplay between the Human community and Mental Health

Completed a peer counseling training program, equipping me with essential skills in active listening, conflict resolution, and emotional support. Learned to facilitate group discussions, provide referrals, and maintain confidentiality. Committed to promoting mental health awareness and supporting peers in need.