Shania B

Handled 40–60 tickets/day across email, chat, and phone while maintaining 95%+ CSAT and meeting SLA and AHT targets; reduced repeat contacts 15–25% by updating macros and customer education. Created weekly defect and trend dashboards and collaborated with suppliers and QA to reduce packaging complaints by 30%.

Managed high-volume omnichannel support maintaining 95%+ CSAT and consistent SLA performance; built Zendesk Explore reports and presented insights to leadership. Implemented SOP and macro improvements that reduced repeat order issues by 40% and led fraud review and chargeback prevention efforts.

Resolved 50–80 inquiries/day with 95%+ member satisfaction while meeting SLA and FCR targets; managed RMA and claims with 98% accuracy and used Zendesk and Shopify to correct shipping errors and process refunds. Audited sensitive tickets for compliance and recommended automation to reduce manual tasks.

Managed email/phone support using Salesforce and Zendesk while meeting SLA and CSAT goals; improved fraud and chargeback review workflows to reduce loss by 25% and partnered with logistics to improve order accuracy by 15% and delivery time by 20%.

Owned escalations and VIP support across social, email, and chat; investigated high-risk transactions and coordinated with Finance and Legal to prevent fraud. Created weekly CSAT, SLA, AHT, FCR, and return-rate reports driving policy changes that improved return compliance to 95%.

Managed customer service team and coached agents, improving productivity 15% and SLA adherence; built training materials and knowledge base content that reduced onboarding time by 30% and maintained quality via QA evaluations.

Provided luxury-tier support across email, chat, and phone handling 60+ interactions/day with 95%+ CSAT; collaborated cross-functionally to resolve fulfillment issues and created internal knowledge and training materials, reducing new-hire ramp by ~30%.

Supervised a customer care team, boosting productivity ~15% and quality 10% through coaching and feedback; resolved complex escalations and partnered with marketing to implement solutions for recurring issues.