I've supported customers at Sky Level Travels and Tours, Jumia, and Glovo, resolving booking, delivery, refund, and service-related issues across inbound and outbound channels.
At Sky Level Travels and Tours, I managed 50+ customer interactions involving flights, hotels, travel packages, reservations, and itineraries. I improved customer retention by 15%, kept average response time under 30 seconds, and helped improve first-call resolution by 20%.
I use Zendesk and Salesforce to document interactions, manage tickets and customer accounts, investigate complaints, identify root causes, and coordinate timely resolutions with internal teams and delivery partners.
