Professional Summary
Customer Support Specialist with 5 years of experience in e-commerce and account management. Recognized for resolving complex inquiries quickly and enhancing client satisfaction scores. Adept at using Salesforce and Zendesk to track interactions and improve service workflows.
Skills
- Communication
- CRM
- Customer Service
- Salesforce
- Zendesk
- Problem Solving
- Data Analysis
Experience
Customer Support Specialist — Angara Ecommerce Pvt. Ltd.
- Reduced average response time from 24 hours to 6 hours by implementing a new ticketing workflow.
- Achieved a 95% customer satisfaction score through empathetic, solution-oriented support.
- Trained 10 new hires on CRM best practices, improving onboarding time by 30%.
- Identified a recurring shipping issue that, once resolved, cut return inquiries by 15%.
- Created and maintained a knowledge base that decreased repeat inquiries by 20%.
Account Coordinator — Jet Stream Ent.
- Managed a portfolio of 30+ client accounts, ensuring contract renewals and upsell opportunities.
- Streamlined client onboarding by developing a step-by-step playbook still in use today.
- Collaborated with sales and fulfillment teams to resolve escalations before they reached executives.
- Introduced weekly check-ins that kept clients informed and reduced churn by 10%.
- Gathered feedback that shaped product roadmaps and improved overall client satisfaction.
Education
B.S. Marketing
University of Texas at Austin