Customer Experience Specialist, iGMS Technologies Inc

Advised customers on the company’s solutions and best practices to increase engagement with the vacation rental platform.

Onboarded new customers and introduced them to the company’s products and support.

Troubleshooted technical problems, tested and reported issues to the Development and Design team. 

Helped with product development and user experience (UX) by identifying areas for improvement. 

Documented and optimized the support process to improve customer satisfaction.

Coordinated the implementation of the customer onboarding process and organized Jira workflows, which helped identify risk customers and decrease the churn rate by 11%.

Collaborated with Marketing and Sales teams in developing and delivering engagement campaigns targeting multiple customers through various digital touch-points, which resulted in an increase of 21% in website traffic in a 6-month period.

Created customer onboarding and education materials, updated them, and created new support documentation, which increased the customer satisfaction rate by 16%.