Customer Service Expert | 8+ Years in E-Commerce & FinTech

Overview

Looking for full-time work (8 hours/day)

at $10.00/hour ($1,760.00/month)

Associates degree

Last Active

February 17th, 2025 (3 days ago)

Member Since

September 15th, 2019

Profile Description

Customer Service Specialist | Team Supervisor| Subject Matter Expert | Virtual Assistant

With 8+ years of experience in E-Commerce and FinTech, I specialize in creating meaningful customer experiences and inspiring teams to exceed expectations. My expertise lies in problem-solving, fostering customer trust, and implementing solutions that enhance satisfaction and retention. Driven by a passion for excellence and commitment to continuous improvement, I empower teams to achieve their best while delivering impactful business results. Let's achieve success together!

Key highlights of my experience include, but are not limited to:

Team Leadership and Organization: Contributed to managing a team of customer success representatives, promoting a proactive and results-driven work culture while ensuring smooth operations and fostering team collaboration.

Escalation Management: Promptly and professionally handling escalations submitted for review within the CRM tool, ensuring that the organization’s best interests were balanced with customer needs. This approach helped in maintaining positive customer relationships while resolving issues efficiently.

TrustPilot Reviews: Closely monitoring incoming TrustPilot reviews, taking swift and appropriate actions to rectify any negative feedback. By coordinating with my team, we developed effective solutions to address customer concerns and improve service quality.

Scheduling and Work Hours Management: Creating work schedules for support members based on Intercom data heat maps while considering individual team requests and suggestions. This ensured optimal coverage and team satisfaction.

Upgrade to see actual info Activity Monitoring: Ensuring all teaUpgrade to see actual infombers provided accurate information to community members on Upgrade to see actual info, fostering fair treatment and positive interactions bolstering the company's reputation.

Customer Feedback Collection: Gather customer feedback on products and services, identify areas for improvement, and proactively investigate, troubleshoot, and resolve our most sensitive and complex escalations.

Affiliate Application Review: Managing the affiliate application process, ensuring that only qualified applicants were approved, which maintained the integrity of our affiliate program.

Outbound Communications: Proactively sending outbound emails to customers who passed phase 2 and managing newly requested payout requests, ensuring timely communication and support.

Support and Mentorship: Provided ongoing support to customer success team representatives, addressing their concerns, and questions, and assisting with ticket or case management.

Team Coaching and Development: Facilitated coaching sessions for underperforming representatives to meet Quality Assurance standards, driving performance improvements.

Time Management and Monitoring: Actively monitored team time card behaviors, ensuring adherence to scheduled shifts, break times, and overall time management.

WooCommerce Payments Management: Managed WooCommerce access for processing payments related to challenge accounts.

Process Creation for Customer Satisfaction: Developed and implemented internal processes to enhance customer satisfaction while adhering to company terms and rules.

KYC Verification Management: Utilized Sumsub to investigate and address reasons for failed KYC verifications for users and traders.

If you believe my skills could benefit you, please reach out, and let's explore how we can collaborate. Let's achieve success together!