At EcomTrends, I handled 300–1,000 customer tickets per week across chat and email, with an 85% CSAT and a two-minute first response time. I triaged requests by urgency and used Gorgias and Zendesk macros.
I cut average resolution time from 24 hours to 12 by reorganizing ticket routing, rewriting macros, and documenting standard operating procedures. I also reduced order processing errors by 20% through shared tracking with logistics and operations.
At EcomTrends, I resolved 50+ complex disputes per month, including refunds and stuck or incorrect orders, and resolved 40% on first contact. Proactive replacements, goodwill gestures, and follow-up helped retain 60%+ of dissatisfied customers.
At RGI Entreprise, I handled customer requests across email, phone, WhatsApp, and social media, and managed orders, returns, and refunds. I created 20 reply templates that reduced complaints caused by incorrect information by 20%, and resolved 70% of escalated complaints without manager involvement.
