At GoCaboo, I handled 80+ customer and driver inquiries weekly across phone, chat, and email, supporting account, verification, payment, and transaction concerns.
I investigate issues, resolve complaints, document every interaction accurately, and escalate complex cases through CRM and ticketing systems. My work reduced first-response time by 65%, from approximately eight hours to under three hours, while improving CSAT from 82% to 92%.
I also cleared approximately 60% of pending support tickets within two weeks and helped reduce critical-incident resolution time by approximately 50% through escalation procedures.
Alongside customer support and operations work, I trained six new hires and reduced onboarding time from eight weeks to four weeks. I’m comfortable managing multiple requests while using Zendesk, Freshdesk, HubSpot, Gorgias, Salesforce, Jira, and productivity tools.
