At Fusion Growth Partners, I managed approximately 120 customer prospects daily and achieved a 60% lead conversion rate through needs-based communication and consistent follow-up. I maintained a 95% CSAT score while managing 80+ email tickets daily.
I also achieved a 28-second average first response time on live chat, ranking among the top 5% of the support team for response speed. I coordinated discovery meetings and maintained accurate CRM records.
At Calls Guru, I supported applicants with disability-benefit inquiries and sensitive account concerns across phone, live chat, and email. I achieved an 82% First Contact Resolution rate and maintained a 95% quality assurance score.
At Calls Guru, I documented customer interactions, updated CRM records, and resolved complaints and escalations, referring complex technical cases to Tier 2 Engineering teams. Earlier, as an Administrative Assistant at Phoenix Lead, I handled customer inquiries, coordinated appointments, and supported daily office operations.
