At Colorpath Limited, I handled customer questions about orders, products, pricing, and delivery across phone, email, live chat, social media, and direct messaging. I sustained a 75% first-contact resolution rate within response-time and quality benchmarks.
I introduced structured escalation protocols and proactive follow-up sequences that reduced repeat complaints by 60%. I also investigated escalated cases, onboarded customers, and documented interactions to keep requests moving toward resolution.
As a freelance Research Writer, I deliver academic and policy-based reports and write B2B and B2C content for SaaS and e-commerce brands. Earlier, at T-Jay Concepts, I produced research reports and supported their proofreading and formatting, as well as scheduling and office administration.
