Head of Customer Support

• Oct 2023 - Present

• Leading a dynamic customer support team; emphasizing coaching and goal-setting. • Pioneering key customer support strategies to elevate satisfaction metrics. • Managing daily email support: supervising queues and ensuring swift resolutions. • Mining customer data for trends; optimizing SOPs and tackling complex cases. • Regularly auditing email interactions, maintaining top service standards. • Championing customer feedback to refine service quality and response strategy. •… Show more • Leading a dynamic customer support team; emphasizing coaching and goal-setting. • Pioneering key customer support strategies to elevate satisfaction metrics. • Managing daily email support: supervising queues and ensuring swift resolutions. • Mining customer data for trends; optimizing SOPs and tackling complex cases. • Regularly auditing email interactions, maintaining top service standards. • Championing customer feedback to refine service quality and response strategy. • Nurturing cross-team collaborations for effective problem-solving. • Keeping management updated with regular KPI reports and performance insights.

Customer Support Manager

• May 2023 - Oct 2023

• Managed daily email support, ensuring timely, precise case resolutions. • Supervised email queues; fine-tuned workload distribution and prioritized pivotal cases. • Developed and maintained SOPs based on customer feedback and inquiry trends; provided expert guidance on complex, escalated issues. • Ensured quality through routine email interaction audits, ensuring alignment with company standards. • Harvested feedback for continuous improvement, driving customer satisfaction. •… Show more • Managed daily email support, ensuring timely, precise case resolutions. • Supervised email queues; fine-tuned workload distribution and prioritized pivotal cases. • Developed and maintained SOPs based on customer feedback and inquiry trends; provided expert guidance on complex, escalated issues. • Ensured quality through routine email interaction audits, ensuring alignment with company standards. • Harvested feedback for continuous improvement, driving customer satisfaction. • Collaborated with inter-departmental teams to ensure seamless issue resolution. • Consistently updated stakeholders with critical performance insights and metrics.

Salesperson

• May 2023 - Oct 2023

- Lead generation; Finding and qualifying new leads through various channels, including cold calling, email, and social media - Reaching out to potential clients to introduce the services and explain the benefits of working with the company - Client retention; Developing and maintaining relationships with existing clients to ensure repeat business - Collaborating with the marketing team to create compelling sales materials and presentations - Lead generation; Finding and qualifying new leads through various channels, including cold calling, email, and social media - Reaching out to potential clients to introduce the services and explain the benefits of working with the company - Client retention; Developing and maintaining relationships with existing clients to ensure repeat business - Collaborating with the marketing team to create compelling sales materials and presentations

L2 Business Development Representative

• Jan 2023 - May 2023

- Providing timely, accurate, and valuable assistance through chat and email to thousands of Databox users. - Building dashboards and setting up additional features to help prospects evaluate the Databox software. - Referring prospects to our Sales Team for additional assistance and working with them to convert prospects into customers. - Created over 50 attributed deals on monthly basis on average. - Conducted shadowing sessions for new team members to facilitate their onboarding… Show more - Providing timely, accurate, and valuable assistance through chat and email to thousands of Databox users. - Building dashboards and setting up additional features to help prospects evaluate the Databox software. - Referring prospects to our Sales Team for additional assistance and working with them to convert prospects into customers. - Created over 50 attributed deals on monthly basis on average. - Conducted shadowing sessions for new team members to facilitate their onboarding and integration into the team. - Collaborate with the Technical Support team to investigate and resolve complex cases. - Provide insights and feedback to cross-functional teams and inform the development of new programs and initiatives.

Business Development Representative

• Jun 2022 - Jan 2023

Customer Support Specialist

• May 2022 - Jun 2022

- Providing timely, accurate, and valuable support through chat and email to thousands of Databox users. - Building dashboards and setting up additional features to help customers expand usage and adoption. - Monitoring the unassigned queues in chat and email to provide fast responsiveness. - Referring customers to the Onboarding and Account Management teams for additional assistance. - Collaborating with the Technical Support team to investigate and resolve complex support… Show more - Providing timely, accurate, and valuable support through chat and email to thousands of Databox users. - Building dashboards and setting up additional features to help customers expand usage and adoption. - Monitoring the unassigned queues in chat and email to provide fast responsiveness. - Referring customers to the Onboarding and Account Management teams for additional assistance. - Collaborating with the Technical Support team to investigate and resolve complex support cases. - Providing insights and feedback to cross-functional teams and informing the development of new programs and initiatives.

Assistant Project Specialist

• Nov 2021 - May 2022

- Being available and responding instantly to technicians on site - Approaching independent contractors based in the US through cold calling & email and introducing them to the company services and making an opportunity to offer - Evaluated & approved over 200 camera and equipment positions daily - Helping techs on the field with hardware and software issues, such as no Wi-Fi signal for cameras, or resetting cameras from the Admin page - Reducing the heavy workload by creating and… Show more - Being available and responding instantly to technicians on site - Approaching independent contractors based in the US through cold calling & email and introducing them to the company services and making an opportunity to offer - Evaluated & approved over 200 camera and equipment positions daily - Helping techs on the field with hardware and software issues, such as no Wi-Fi signal for cameras, or resetting cameras from the Admin page - Reducing the heavy workload by creating and filling necessary data sheets

811 opperations specialist

• Oct 2020 - Nov 2021

- Organizing and distributing workload with a team and colleagues - Contacting independent contractors on a daily basis regarding the proper placement of our products - Filling out over 60 811-forms on average daily - Communicating with state representatives regarding the usage of public space - Managing calls daily, and coordinating locators and utility members on the field. - Guiding, instructing, and coordinating drivers from certain utilities across the USA via phone calls… Show more - Organizing and distributing workload with a team and colleagues - Contacting independent contractors on a daily basis regarding the proper placement of our products - Filling out over 60 811-forms on average daily - Communicating with state representatives regarding the usage of public space - Managing calls daily, and coordinating locators and utility members on the field. - Guiding, instructing, and coordinating drivers from certain utilities across the USA via phone calls and chat.

Photographer

• Mar 2020 - Sep 2021

- Planned and executed photoshoots for marketing purposes - Captured high-quality photographs in various settings - Enhanced photos through post-production work - Collaborated with other team members to ensure photos aligned with brand guidelines

Social Media Ambassador

• Feb 2020 - Sep 2021

- Finding and evaluating the best candidates for the school's language courses - Collaborating with company managers, assisting them with creating various types of projects - Creating and scheduling posts on social media in text & photo format to promote news and newly introduced language courses

Gaming Customer Support Agent

• Aug 2019 - Sep 2020

- Managing customer service requests via Admin tools by updating account details, managing the commerce section, and handling technical issues. - Handling and resolving over 80 tickets per day on average. - Resolving product or service problems daily by clarifying the customer's complaint; determining the cause of the problem; selecting and providing the best solution; expediting correction or adjustment; following up to ensure resolution - Solving issues for customers/players via both… Show more - Managing customer service requests via Admin tools by updating account details, managing the commerce section, and handling technical issues. - Handling and resolving over 80 tickets per day on average. - Resolving product or service problems daily by clarifying the customer's complaint; determining the cause of the problem; selecting and providing the best solution; expediting correction or adjustment; following up to ensure resolution - Solving issues for customers/players via both emails and via live chat simultaneously Show less - Managing customer service requests via Admin tools by updating account details, managing the commerce section, and handling technical issues. - Handling and resolving over 80 tickets per day on average. - Resolving product or service problems daily by clarifying the customer's complaint; determining the cause of the problem; selecting and providing the best solution; expediting correction or adjustment; following up to ensure resolution - Solving issues for customers/players via both… Show more - Managing customer service requests via Admin tools by updating account details, managing the commerce section, and handling technical issues. - Handling and resolving over 80 tickets per day on average. - Resolving product or service problems daily by clarifying the customer's complaint; determining the cause of the problem; selecting and providing the best solution; expediting correction or adjustment; following up to ensure resolution - Solving issues for customers/players via both emails and via live chat simultaneously Show less