With over 10 years of collective experience in customer service, I specialize in leading high-performing teams to deliver exceptional customer experiences. I am passionate about fostering a collaborative environment that empowers my team to exceed goals while ensuring customer satisfaction remains a top priority.
Some of my previous roles include:
-People Leader for the customer service team of a Canadian Telecommunications provider, I managed 12-15 customer success associates and honed them to maintain a 95% customer satisfaction rate for several months. We achieved this by attacking the root cause causing customer satisfaction issues and creating action plans to attack those pain points.
As interim leader of the customer service and billing team of a British Telecommunications provider, I spearheaded a group of seven to eight budding customer service associates and collaborated with them to decrease their average handle time by 60%, thus providing accurate and concise service to clients. We accomplished this by reviewing data, observing and listening to past calls, and identifying blockers and behaviors that contribute to lengthy talk time.
-Proactive and results-driven CSM for an International SaaS company with a proven track record of enhancing customer satisfaction and driving revenue growth. Partnered with cross-functional teams to swiftly address client issues, achieving 100% client satisfaction through faster resolutions. Spearheaded the optimization of the onboarding process, ensuring seamless product adoption and integration, leading to a $3K increase in ARR within the first quarter. Adept at building strong relationships, streamlining workflows, and delivering measurable impact on customer retention and expansion.
During my free time, you can find me either playing PC and console games or reading a book. I mostly play League of Legends, Valorant, Dota 2 and NBA 2k. My favorite authors are Paulo Coelho and Rick Riordan.
I'm looking forward to connecting with new people who share my ideas and interests, and if possible, looking to work with me in the future. Connect with me here, or at -----------
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