Customer and CARE Escalation Management Advisor

Managed and resolved executive escalations, ensuring customer satisfaction and service recovery for both digital and non-digital products. Provided real-time support to CARE specialists, guiding them in handling complex customer issues. Acted as the voice of the customer, relaying feedback and insights to relevant teams for product and service improvements. Collaborated closely with software engineers to report and track website issues, providing detailed information to facilitate resolutions and monitoring progress to keep customers updated. Tracked customer feature requests and suggestions, sharing them with product teams for potential enhancements. Mentored and trained CARE Specialists on product updates and customer service best practices.

We're conducting outbound calls to the customer who provided us with negative feedback so that we can offer further assistance and turn their negative experience into a positive one. During this interaction, we can offer alternative products and services to meet their initial needs and expectations. Also, educate them so they can easily handle and manage their account with ease in the future efficiently and effectively.

Delivered exceptional customer service, supporting clients in promoting their businesses through customized digital and non-digital marketing materials. Assisted customers with design creation using an in-house design studio. Managed and monitored order progress, ensuring timely delivery and issue resolution.

Responsible in guiding the customer in editing and managing their website and online store.

Delivered exceptional customer service, supporting clients in promoting their businesses through customized digital and non-digital marketing materials. Assisted customers with design creation using an in-house design studio. Managed and monitored order progress, ensuring timely delivery and issue resolution.

Responsible in creating document/ graphics for any product, services and processes updates that will be sent through the company.

Responsible in gathering feedback and experiences of our Customer support and customers.

I have utilized this tool to enhance communication, workflow and provide creative ways in handling administrative tasks efficiently within our company. I considered ChatGPT as one of our resource in gathering data in creating content as it helps in explaining complex concepts in simple terms that helps me tailored accurate resolutions.

Responsible in taking minutes of the meeting in each of our global meeting. As part of the Escalation Team, we are collaborating with our counter part from Jamaica, Tunis and Berlin, weekly meeting is always being help as part of our process and policies improvement to better assist our CARE specialist in handling their daily tasks. Taking minutes of meeting is a crucial task as I need to make sure that every important shared details will be captured and will be shared to all the participants (present and absentees).