Mar 2024 – Present · 2 yrs 2 mos

• Managed and resolved escalated customer emails per month, achieving a 98% resolution rate. Investigated root causes of customer issues, collaborating with cross-functional teams to implement effective solutions. Maintained detailed records of escalations and resolutions in the CRM system, ensuring data accuracy and availability for analysis. Provided training and support to customer service representatives on handling complex cases and preventing escalations. Developed and implemented process improvements that reduced escalations by 15% and improved overall customer satisfaction scores. Monitored team performance and provided regular feedback to ensure high standards of escalation management.

Dec 2022 – Feb 2024 · 1 yr 2 mos

• Handled customer inquiries and requests via email chat and phone, ensuring timely and accurate responses. Processed customer transactions, account updates, and service requests efficiently. Maintained and updated customer databases with accurate and current information. Collaborated with front-office teams to resolve customer issues and provide comprehensive support. Generated and analysed reports to track customer service metrics and improve operational efficiency. Ensured confidentiality and security of customer data at all times. Assisted in the development and implementation of back-office procedures and best practices.

Aug 2021 – Mar 2022 · 7 mos

• Managed and facilitated the renewal process for over 500 customer accounts, achieving a 95% renewal rate. Proactively contacted customers nearing contract discuss renewal options and address any concerns. Updated customer records and renewal statuses in the CRM system, ensuring data accuracy and completeness. Collaborated with the sales and support teams to resolve customer issues and ensure a smooth renewal experience. Generated weekly and monthly reports on renewal rates and customer feedback, providing actionable insights to management. Implemented customer retention strategies that resulted in a 10% increase in renewal rates over the past year.