Customer Experience Associate

Served as the primary point of contact for customer support inquiries via phone and Zendesk ticketing system.

Leveraged product knowledge & company wide B2C sustainability initiatives to maintain a positive customer experience.

Provided support for onboarding & training processes.

Contributed to the documentation of new SOPs.

Demonstrated technical proficiency in platform internal tools & systems including salesforce to effectively resolve customer issues.

Maintained a personal CSAT score above 85%.

Maintained updated knowledge of PCI compliance regulations & Product Lifecycle.

Made judgement calls and coordinated with fraud prevention to monitor trends and escalate fraudulent transactions and chargebacks.

Communicated with the Product team to provide customer feedback.

Tracked SLA's including response time/resolution time and maintained a consistent record above 85%.