At Allfreight Inc., I’m the main point of contact for customer escalations, working to resolve issues through Zendesk, email, and chat. I support business customers through onboarding and ongoing use, and create documentation and internal processes.
At Elandtranz, I managed the customer lifecycle from onboarding through daily support and renewal. I created more than 20 Zendesk macros, first-response prompt templates, and a QA workflow that flagged destination booking errors.
I also automated a repetitive daily check, saving the team one hour per day, and trained five new agents. In my first week, I spotted a shipment booked to Douala instead of Lagos and flagged it to my supervisor, preventing a major financial loss.
