Miracle Bere User

Resolve inbound inquiries across email, chat, and phone on orders, returns, refunds, and billing, using empathy and de-escalation to protect CSAT and first contact resolution. Use macros, knowledge base articles, and clear documentation to meet SLA and response-time targets and uphold quality assurance standards.

Handled real-time live chat conversations, balancing speed and accuracy (65 WPM) to keep average handle time low without sacrificing quality. Used canned responses and ticket tagging, and escalated complex cases with complete notes so customers never had to repeat themselves.

Supported online shoppers with order verification, payment checks, returns, and refunds using Shopify and Stripe. Tracked shipments in AfterShip and kept customers updated on delivery issues across email and chat.

Tracked orders end to end and fixed shipping problems such as delays, lost parcels, and address errors. Worked with carriers and internal teams to resolve exceptions and keep customers informed through to resolution.

Guided new customers through account setup and first use with clear, step-by-step support. Followed up proactively, answered setup questions, and escalated blockers so new customers started with confidence.

Built relationships through proactive inbound and outbound outreach, resolving concerns before they escalated. Supported customer retention and renewals by closing open issues and keeping accounts healthy.

Delivered public-facing replies on social media channels with professional, empathetic, on-brand responses. Moved conversations to email or tickets when needed, tagging and escalating issues for follow-up.

Grade: Second Class Upper

Bachelor of Science in Economics with Second Class Upper honors.

Completed the Customer Service Foundations course.

Earned a typing skills certificate with 65 WPM and 100% accuracy.