Experienced Content Writer and Customer Support Specialist

I was a content writer for seven years at Bull SEO, a Dutch SEO company that also operated in the US until recently. With extensive experience in a wide variety of topics and niches, I created original content for clients in industries such as cannabis, organic CBD production and retail, pre-employment assessments, and online travel booking. I also wrote travel guides and articles about the Canary Islands, as well as thorough reviews of online casino sites. In addition, I served as an assistant editor for some time, helping other writers improve the quality and quantity of their output.

I have over 8 years of customer support experience, having worked in various capacities, including phone and chat support, as well as email support team lead. In these roles, I utilized earlier versions of CRM and Zendesk. Starting as a phone representative, I quickly advanced to a program mentor role and then to a quality specialist, where I ensured high standards of service delivery through effective monitoring and coaching. On the other hand, as an email support team lead, I managed a team of 5 to 7 agents, skillfully handling escalated issues and boosting overall team performance.

As an email support team lead, I effectively managed a team of 5-7 agents, overseeing daily operations and ensuring a high standard of customer service. I handled escalated inquiries, providing expert guidance to resolve complex issues and improve customer satisfaction. In addition, I provided leadership that fostered a collaborative environment and boosted my team's performance.

I was a chat support representative for Balsam Brands, a popular US-based company specializing in holiday decors. Using Zendesk to manage customer interactions, I showcased exceptional customer service by efficiently addressing inquiries and resolving issues related to product selection, order status, and shipping details. My strong communication skills and great multitasking ability allowed me to maintain a high level of customer satisfaction even during a very busy holiday season.