kandi

I managed and handled high-volume live chat and calls through all our available communication channels, and kept a documented record of each interaction, such as the names, email and contact details, compliant issue, then shared and logged in the ticket on our notion, for the right department to pickup and work on. I upsold and cross-sold our product to customers who were only using the basic product used on our platform, by informing and making them understand the 'Why' value of those products. Doing this made them very much satisfied and made them stick longer to our service making them prioritse us over other similar service. I was able to introduce a tiering system to classify the customer queries into different categories according to their trade volume contribution rather than their account level. In doing so, it helped us to quickly know what issues to prioritize and communicate internally to the appropriate team to resolve. This made accounts that were basic feel special and heard, which, in turn, encouraged them to perform trades that gave us more juice than the larger accounts. Was able to reduce churn, and had a minimum retention rate of 75% and an average retention rate of 83% with an all-time high of 98% at the beginning of the second quater of 2024, which was an improvement from the previous average retention of 45% and the former high of 72% customer retention.

Answered calls, took, and responded to customers’ messages through various outreach methods (Instagram, Twitter, Facebook, emails) on behalf of the company. Maintained document filing database for easy access and accountability. Coordinated logistics for international shipments, ensuring and communicating to customers a trackable timely delivery, which increased customer satisfaction based on a survey poll we took, had a positive satisfactory rate of 89% an increase from the previous 74%.