At Mealzo, I resolved 30+ technical tickets daily while maintaining 95% customer satisfaction and a six-minute average resolution time. I used troubleshooting and root-cause analysis to address issues and kept escalations to 2%.
As Senior Technical Support & Customer Retention Lead, I supervised a 15-member support team, monitored KPIs, and delivered monthly performance reports. I also trained new hires and was one of three authorized specialists handling VIP and high-value clients.
I resolved approximately 80% of dissatisfied customer cases before escalation to Partner Care. Earlier, as Commerce Manager at MAPS, I managed procurement, sales, and logistics and negotiated vendor agreements.
