Customer Relationship Management Specialist

• Mar 2023 - Present

Customer Support Specialist

• Jan 2022 - Feb 2023

• Resolved customer issues and complaints promptly and professionally through active listening and effective communication, leveraging problem-solving skills and CRM software. This effort achieved a customer satisfaction rating of 95%. • Processed customer orders and service requests with acute attention to detail, and multitasking within the call centre environment. This ensured a 99.5% accuracy and completeness rate, resulting in a 20% reduction in order errors and subsequent customer complaints. • Used interpersonal skills and technical support knowledge to escalate complex or unresolved issues to appropriate teams or supervisors via ticketing systems. This process led to a 30% improvement in issue resolution time and a 15% increase in customer satisfaction ratings, while consistently adhering to service level agreements (SLAs). • Maintained up-to-date product knowledge, fostering an understanding of our products and services as well as company policies and procedures. This continuous learning contributed to better customer service and helped enhance team collaboration. • Assisted with billing inquiries and payment processing, resolving any issues or discrepancies through conflict resolution skills, empathy, and patience, thereby improving overall customer experience and satisfaction. Show less

Customer Support Team Lead

• Nov 2018 - Dec 2021

• Managed end-to-end logistics processes, encompassing supply chain management, logistics planning, transportation, and warehouse management operations. This strategic approach ensured the timely delivery of products to customers and increased on-time deliveries by 20%.• Led the order fulfilment process, leveraging skills in inventory management and utilizing logistics software such as SAP for streamlined management of inventory and order tracking. This ensured a 99% accuracy rate in order processing and dispatch, leading to a 25% increase in customer satisfaction.• Implemented strategic planning initiatives to improve overall efficiency in logistics and operations management, resulting in a 15% reduction in operating costs and a 10% increase in operational efficiency.• Managed relationships with vendors and freight forwarders to ensure optimal service delivery, contributing to a 20% increase in on-time deliveries and enhancing our freight forwarding capabilities.• Fostered a high-performance culture in a customer service team of 20, prioritizing excellent communication skills, problem-solving, and teamwork. This leadership approach improved team dynamics and overall service delivery.• Oversaw the implementation of process improvement strategies in logistics and customer service, leveraging the knowledge of shipping and receiving best practices, leading to an increase in operational efficiency.• Ensured compliance with industry regulations and company policies, reducing compliance-related issues through diligent regulatory compliance practices.• Tracked key performance indicators (KPIs) using cost control measures to assess operational performance and identify areas for improvement, leading to an improvement in key metrics over the course of one year. Show less

Sales Executive

• Dec 2020 - Mar 2021

Administrative Assistant

• Nov 2019 - Nov 2020