Tacharna Duke

Designed and implemented an ID verification process and repeatable workflow to improve compliance consistency. Authored knowledge base articles, piloted a new QA marking system, and contributed operational insights to improve the company’s AI customer support bot.

Provided customer support in a regulated healthcare environment, managing written communications and accurate tracking of customer orders and queries. Maintained structured records and coordinated cross-team information flow to support timely resolution of requests.

Delivered outsourced customer support across 7 industries, managing cases for 200+ client brands simultaneously. Handled email and live chat communications while rapidly adapting to different client processes and knowledge bases to maintain accuracy and quality.

Managed front-of-house operations including appointment scheduling, client verification, and maintenance of confidential records in line with compliance procedures. Led the transition from paper-based to electronic record keeping to improve accessibility and organization of business-critical information.

Founded and operated a virtual support business, managing up to 3 concurrent clients while overseeing operations, client communications, and service delivery. Ran end-to-end booking operations and maintained workflows across project and messaging tools, supporting accurate recordkeeping with Xero and CRM systems.

Ongoing Customer Experience and Communication Certificate through Coursera (started in 2024).

Completed a Business Administration course through Coursera.

Completed the Google Workspace Administrator course through Coursera.

Completed a Google Project Management course through Coursera.