Sandra Sagini
@sandrasagini
Customer Experience Specialist and Virtual Assistant who turns high-volume customer issues into measurable satisfaction.
ZimbabweWhat I'm looking for
I’m a Customer Experience Specialist and Virtual Assistant focused on turning complex customer challenges into smooth, satisfying resolutions. Over 3+ years, I’ve delivered multi-channel support (email, chat, and inbound phone), consistently maintaining 95%+ SLA compliance while achieving 4.7+ CSAT and 90%+ first-contact resolution.
I use CRM tools and data reporting to improve support operations, documenting 100% of customer interactions in systems like Salesforce, HubSpot, and Zendesk. At Talent Pop, I analysed CSAT/FCR/AHT trends to identify service gaps—cutting handling time by 15% and lifting satisfaction by 18%—and at ZEPZ, I reduced escalation cases by 30% and repetitive inquiries by 25% through structured documentation and knowledge-base build-outs.
Experience
Work history, roles, and key accomplishments
Customer Experience Specialist
Talent Pop
Sep 2023 - Dec 2025 (2 years 3 months)
Delivered high-volume customer support via email, chat, and inbound phone, handling 80–120 tickets daily while maintaining 95% SLA compliance and 4.7+ CSAT. Used Salesforce, HubSpot, and Zendesk to document 100% of interactions, improving response time and reducing average handling time by 15%.
Customer Support Virtual Assistant
ZEPZ
Sep 2022 - Jul 2023 (10 months)
Managed multi-channel customer inquiries (email, chat, phone, and social media) with strong first-response performance and reduced escalation cases by 30%. Handled payment disputes, refunds, and transaction issues, and built documentation that decreased repetitive inquiries by 25%.
Education
Degrees, certifications, and relevant coursework
HubSpot Academy
Customer Service Certification, Customer Service
2021 - 2022
Completed a HubSpot Academy Customer Service Certification, focused on practical customer support skills and service best practices.
HubSpot Academy
Customer Experience Certification, Customer Experience
2022 -
Completed a HubSpot Academy Customer Experience training/certification in 2022.
Zendesk
Support Fundamentals Certification, Customer Support
2023 -
Completed Zendesk Support Fundamentals in 2023.
Coursera
Excel & Data Reporting for Customer Support, Customer Support Analytics
2022 - 2023
Completed Coursera training in Excel & Data Reporting for Customer Support during 2022–2023.
Google Digital Garage
Customer Experience Certification, Customer Experience
2022 -
Completed a Google Digital Garage Customer Experience program/certificate in 2022.
Tech stack
Software and tools used professionally
Availability
Location
ZimbabweAuthorized to work in
Job categories
Skills
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