At GIG Logistics, I contributed to a 75% improvement in customer satisfaction through proactive follow-up, complaint handling, and ownership of unresolved cases. I also helped reduce cancellations by 35% by reconnecting with at-risk customers and coordinating service recovery.
At WAKANOW LIMITED, I handled time-sensitive flight booking, schedule-change, ticketing, and pricing enquiries across phone, live chat, email, and Zoom. I used Zendesk to track cases and Amadeus to verify passenger and reservation details.
As Team Lead / Customer Success Associate at GIG Logistics, I managed escalated delivery and order complaints and coordinated with operations teams until practical resolutions were reached. I also led support activities and coached team members on service ownership and accurate documentation.
Today, as a freelance remote professional, I manage client requests from first contact through resolution and investigate website and digital workflow issues. I explain technical processes in plain language and use analytics, CRM and support tools, and spreadsheets to identify recurring friction points.
