Customer Service RepresentativeCustomer Service Representative

Key Achievements:

Primary client contact from planning to delivery for corporate and private events of 500+ attendees Resolved time-sensitive issues in real time, with a 100% safety and compliance record Managed budgets of $50,000+ and negotiated vendor contracts that saved 10-15% Standardized workflows and used Excel and Power BI analysis to lift delivery efficiency by 15-25%

Key Achievements:

Used Zendesk and Freshdesk data to triage and escalate complex client and technical issues within SLA frameworks, achieving 95%+ SLA attainment Streamlined escalation workflows between frontline agents and specialist teams, cutting escalation resolution time by about 20% Coached a team of 10-25+ agents and led QA calibrations on troubleshooting, documentation standards and client communication Tracked AHT, CSAT, QA scores and SLA adherence on Excel and Power BI dashboards to find bottlenecks and drive improvement Planned workforce schedules to keep 100% coverage during peak volumes across multiple client accounts

Key Achievements:

Provided day-to-day executive support to the CEO, managing calendar, appointments, travel arrangements, and priorities Acted as first point of contact for clients, partners, and vendors, screening calls, emails, and correspondence on the CEO's behalf Prepared meeting agendas, took minutes, tracked action items and followed up with team members to ensure completion Drafted and proofread reports, proposals, presentations and business correspondence Coordinated vendor and supplier relationships and negotiated contracts, optimizing event budgets by 10-15% Supported event planning and ran on-site logistics for 20+ events with 100% safety and regulatory compliance Resolved operational issues in real time to keep events and client commitments on schedule Maintained confidential records, contracts, and filing systems, with accurate and organized documentation

Key Achievements:

Audited customer interactions against quality and compliance standards, tracking trends and recurring technical issues Gave structured feedback and coaching that improved agents' resolution accuracy and client communication Partnered with team leaders to build performance improvement plans based on QA data Ran calibration sessions to standardize evaluation criteria and make client-facing responses more consistent

Key Achievements:

Resolved 80-120+ client calls and chats daily while exceeding 95%+ quality and SLA targets Served as an escalation point for complex cases, improving first-contact resolution and reducing backlog Documented cases accurately in Zendesk and CRM systems to support handoffs and reporting Flagged recurring client pain points that informed process and documentation improvements