Position: Live chat customer support
Category: Support
English level: fluent
Years of experience: 7

1. I created the Principles, Processes and Procedure document for running the Virtual channel
2. I created the quick response template for generic enquiries or service requests
3. I created the reporting dashboard on Microsoft Excel used to send management reports to top management for decision making
4. I provided an average of 20 customers per week to our Enterprise sales team to sell our Enterprise products.
5. I re-designed our Interactive Voice Response (IVR) application using Microsoft Visio and using the data pulled by the business Intelligence Team to make the IVR more useful and user friendly
•	I can manage large amounts of incoming chats and can attend to 3 customers at once effectively.
•	Cross-sell and up sell company products and generate sales leads for our enterprise customers
•	I identified and assessed customers’ needs, proffered solution to their satisfaction.
•	I created a quick response template for generic service requests for the customer reducing the average handling time from an average of 8 minutes to 2 minutes 40 seconds leading to an increased number of customers being attended to daily.
•	I had an average Net Promoter’s score of 8 with more customers giving me 9 points leading to a satisfactory customer experience.
•	I exceeded the daily quota of 60 customers daily.
•	I went the extra mile for customers by providing feedbacks via phone calls or email when the Service Level Agreement had been exceeded in order to manage the customer’s expectation.
•	I also created the Processes, Principles and Procedure document used to manage the daily running of the virtual channel
•	I am conversant with Zendesk, Hubspot and most major CRM applications used to serve customers including social media applications like Tweetdeck for twitter and facebook.
•	I use tools like Google sheets, One drive, Microsoft Office, the internet and Visio to resolve all customer interactions and complaints.