Customer Support ExpertCustomer Support Expert

Key Achievements:

• Managed customer enquiries and service requests across multiple channels, providing timely, professional, and accurate responses while maintaining a positive customer experience, including calls, chats, and emails • Handled 50+ customer interactions daily while maintaining an average handle time (AHT) within target and prioritising first-contact resolution • Maintained a CSAT score of 90%+ through effective issue resolution, empathetic communication, and timely follow-up. • Achieved a 95%+ QA score by consistently following customer-service procedures, maintaining accurate case documentation, and delivering compliant interactions. • Used Zendesk, Freshdesk and Salesforce Service Cloud to manage customer cases, document interactions, track resolutions and escalate complex issues. • Investigated customer issues by reviewing account and order information, identifying the root cause, and providing appropriate resolutions or escalating complex cases when required. • Used Shopify to review customer orders, order status, product information, and fulfilment-related details when assisting customers. • Used Loop and internal management tools to access relevant customer/order information and support issue resolution. • Collaborated with team members to enhance service delivery processes

Key Achievements:

• Maintained strong attendance and schedule adherence, ensuring consistent availability to support customer demand and team service-level requirements. • Monitored the quality of customer interactions and followed established QA standards, customer-service procedures, and escalation protocols. • Supported sales and revenue objectives through effective customer engagement, identifying customer needs, recommending appropriate solutions, and contributing to sales conversion targets where applicable. • Managed multiple customer interactions and cases simultaneously while maintaining accuracy, professionalism, and attention to detail.

Key Achievements:

• Assisted customers with orders, account-related enquiries, product/service issues, replacements, and general support requests, ensuring cases were handled through to resolution. • Handled customer cases through Zendesk, Freshdesk, and Salesforce Service Cloud, accurately documenting interactions, tracking case progress, and ensuring timely resolution. • Maintained efficient Average Handle Time (AHT) while balancing speed with accuracy, empathy, and quality of service. • Maintained 95%+ attendance and schedule adherence while supporting consistent customer-service coverage. • Prioritised Fast Call Resolution (FCR) by actively listening to customers, identifying the root cause of issues, and resolving enquiries during the initial interaction whenever possible. • Conducted site assessments to identify energy needs in underserved areas. • Kept clients informed about progress status updates throughout the entire process. • Ensured safety protocols were being followed at all times by employees and subcontractors on site.

Key Achievements:

• Created digital content to educate target audiences, achieving up to 100,000 views on Instagram and X (Twitter) and increasing follower engagement. • Conceptualized and designed impactful graphics and messaging to align with and enhance communication strategies for health-related campaigns, with a particular focus on HIV and STI awareness. • Coordinated event planning for community outreach programs and workshops, enhancing engagement with target audiences. • Contributed to development of communication materials for public health campaigns, ensuring alignment with strategic goals. • Created and edited content for website, newsletters, press releases, and social media, improving visibility and audience reach.