I've delivered high-touch customer support at MultiChoice Group, resolving high-priority inquiries across phone, email, and chat while sustaining a 95% first-contact resolution rate. I streamlined ticket workflows to reduce average handling time by 12% and partnered with internal teams to reduce escalations by 30%.
In freelance remote support work, I managed international ticket queues and strengthened HubSpot CRM data quality, reducing duplicate records by 25% and documentation errors by 20%. I also coach junior representatives and focus on clear communication, customer retention, and reliable processes.
