Transforming Email Support for Better Client Retention

As a seasoned Customer and Technical Support Specialist, I bring over a decade of experience in delivering exceptional service and resolving complex technical issues across various industries, including SaaS, telecommunications, and health care.

Customer Support Excellence: Proficient in handling email, and live chat support, resolving issues efficiently while maintaining high customer satisfaction scores.

Technical Troubleshooting: Expertise in diagnosing and solving software, hardware, and network issues, including OS installations, DNS configurations, and SaaS integrations.

Knowledge Base Development: Created detailed internal and external documentation to streamline troubleshooting and improve user experience.

CRM Management: Skilled in using Salesforce, Zendesk, and Atlassian tools to track tickets, generate reports, and enhance customer workflows.

Data Reporting: Generated actionable insights by analyzing data from CRM platforms and payment tools like Stripe.

Successfully supported concurrent live chats while maintaining high response quality.

Led and coached teams of 15–30 agents, creating tailored action plans to improve performance.

Streamlined processes for new lines of business, improving operational efficiency.

Consistently resolved technical escalations, ensuring timely resolutions for critical customer issues.

CRM: Salesforce, Zendesk, Slack

Technical Support: Remote desktop tools (TeamViewer, AnyDesk), DNS and domain configuration

Documentation: Atlassian Confluence, Microsoft Excel pivot tables

Communication: Fluent in English, skilled in managing escalations

Remote, chat, email and non-voice customer or technical-focused roles that leverage technical expertise to enhance user satisfaction and drive business results.