Position: Customer Success Specialist
Category: Support
English level: fluent
Years of experience: 6


As a Customer Support representative, I have worked extensively with Property repairs, e-commerce, medical lecturers, and other clients on Upwork, freelancer.com, etc. They're as follows:

1. Customer Support Specialist for Property repairs
⊛ Responded to customer inquiries promptly and accurately, achieving an average response time of less than 24 hours and maintaining a customer satisfaction rating of 90% within the first six months.
⊛ Troubleshot and resolved customer-reported technical issues, ensuring that at least 80% were resolved on the first contact and reducing the average resolution time by 20% within the next quarter.
⊛ Proactively engage customers for feedback, aiming to gather feedback from at least 50% of active customers within the next three months and implementing at least three customer-driven product improvements within the year.

2. Customer Success Specialist for e-commerce store
⊛ Develop and implement personalized customer success plans, ensuring a customer retention rate of 95% by driving successful adoption and usage of our products within the first six months.
⊛ Drive customer engagement and adoption through regular touchpoints, increasing user engagement metrics by 20% within the next quarter and achieving a 10% increase in customer satisfaction ratings related to product adoption and usage within three months.
⊛ Proactively identified and addressed customer challenges, reducing support escalations by 15% through prompt intervention and effective issue resolution while documenting feedback to contribute to product development discussions.

 TECHNOLOGY TOOLS USED:
⊛ Zendesk and Freshdesk
⊛ Salesforce
⊛ LiveChat
⊛ Medallia
⊛ Google Suite and Microsoft 360 apps
⊛ AnyDesk, etc.

In my quest for continuous improvement, I am actively working on enhancing my technical skills, further developing my proficiency in the mentioned technology tools, and staying updated with the latest trends in customer support. My ultimate goal is to deliver exceptional customer experiences and contribute to the success and growth of the company. If you have any questions or need assistance, feel free to reach out, and I'll be more than happy to help!