At Brightway, I handle customer enquiries across phone, email, and live chat, resolving more than 40 tickets daily. I use Zendesk and Salesforce to document interactions and keep account information accurate.
I improved the ticketing process, reducing response time by 25% and average resolution time by 15% while sustaining a 98% customer satisfaction score. I also process refunds, exchanges, and warranty claims, and train new team members on CRM use and customer engagement.
At TechFix Solutions, I supported more than 100 customers daily and helped clear a backlog of unresolved requests. I created a complaint-handling guide that improved first-contact resolution by 15% and reduced resolution time by 25%.
At BCW, I helped implement an AI-powered chatbot that reduced average response time by 65%, and created a localized FAQ resource that reduced onboarding support calls by 20%. I also introduced a knowledge base system through company training and analyzed customer feedback to identify 12 major pain points.
