Nov 2022 – Oct 2025 · 2 yrs 11 mos · On-site

• Delivered exceptional multi-channel support (chat, calls, email) with a 90%+ customer satisfaction rate, resolving issues efficiently and empathetically.
• Managed client portfolios, enhancing retention by 15% through proactive engagement, tailored onboarding, and personalized product training.
• Created and delivered timely renewal quotes based on contract details and customer usage, achieving high renewal rates and processing orders accurately.
• Negotiated contract terms and pricing, ensuring alignment with internal policies while maintaining customer satisfaction.
• Optimized payment processes on platforms like PayPal, Stripe, and EBANX, resolving disputes, mitigating fraud, and achieving a 20% improvement in success rates.
• Partnered with product and engineering teams to address customer feedback, implement product improvements, and achieve a 95% resolution rate.
• Identified upselling opportunities, collaborated with sales teams, and drove revenue growth through effective client engagement and renewals.
• Maintained and updated CRM systems with account and customer health data, ensuring accurate forecasting and reporting.
• Shared actionable customer insights with internal teams, driving product enhancements and aligning strategies with client needs.
• Leveraged data-driven approaches to refine support strategies, improve customer satisfaction, and support overall business growth.