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samaira bhargava

@samairabhargava

Customer service associate at ZayZoon who reduced support escalations by 30% and improved self-service with knowledge base articles.

Canada

Message

At ZayZoon Inc., I resolved complex customer inquiries through in-app chat and email, achieving first-contact resolution under five minutes and 70%+ CSAT. I also investigated flagged accounts and unauthorized activity, reducing account-risk exposure by 60%.

I improved Customer Care workflows and reporting, reducing escalations by 30%. After identifying gaps in AI and bot support, I helped cut average handle time by 25% and human support chats by 30%, and wrote knowledge base articles that reduced repeat tickets by 35%.

Earlier, I worked in operations and customer service at DashMart – DoorDash Inc., Match Marketing LTD, and Lonsdale Event Rental. My work included improving inventory and event processes, supporting employees and clients, and managing billing and supplier relationships.

Experience

Work history, roles, and key accomplishments

Intermediate Customer Service Associate

ZayZoon Inc.

Dec 2023 - May 2026 (2 years 5 months)

Resolved 600+ complex customer inquiries monthly via in-app chat and email, achieving first-contact resolution under 5 minutes and 70%+ CSAT. Investigated unauthorized activity, led process improvements, and authored knowledge base articles to reduce repeat tickets.

Customer Service Zendesk HubSpot Intercom Ticketing Systems CRM Hygiene Advanced Troubleshooting Bug Reporting Jira Confluence Knowledge Base Authoring Data Entry Microsoft Office Slack Canva

Shift Supervisor

DashMart – DoorDash Inc.

Jun 2022 - Jan 2023 (7 months)

Utilized Six Sigma to improve back-end operations, reducing faults by 35% and increasing operational efficiencies by 7%. Coached and trained 30+ employees and enhanced customer retention by 26% through process improvements.

Six Sigma KPI Analysis Inventory Management Process Improvement Corporate Trainer CRM Customer Retention

Regional Shift Lead

Match Marketing LTD

Aug 2018 - May 2022 (3 years 9 months)

Oversaw daily operations for assigned regions, including sales, employee management, and inventory. Developed tailored coaching sessions and storytelling formats, reducing turnover by 38% and customer complaints by 50%.

Operations Management Sales Employee Coaching Storytelling Troubleshooting Customer Service

Event Specialist

Lonsdale Event Rental

Sep 2016 - Apr 2018 (1 year 7 months)

Improved event coordination efficiency by 35% using journey mapping and optimized inventory management, supplier negotiation, and waste reduction, resulting in annual savings of $50K. Managed billing processes and built strong client and supplier relationships.

Event Management Journey Mapping Inventory Management Supplier Negotiation Billing Client Relations Project Management