synthblut

Performed document verification and compliance checks in line with KYC regulations. Ensured accuracy and efficiency in processing customer data.

Led and coached a 3-member CS team, streamlining hiring, onboarding, and QA processes to reduce response time by 15%. Created over 20 internal knowledge base articles for easier onboarding, optimized customer knowledge base reducing ticket volume by 8%. Improved Zendesk data for weekly performance reporting, cutting reporting time by 20%.

Managed 8 in-house agents and 3 outsourced agents, maintaining a 95% team satisfaction rate and consistently meeting SLAs. Spearheaded improvements to the support page, resulting in a 10% increase in ticket deflection and a 12% boost in customer satisfaction. Created and supervised content for 5 e-courses on Confluence and iSpring, reducing onboarding time by 30% and enhancing internal knowledge retention by 20%. Streamlined weekly reporting processes by integrating Freshdesk with PowerBI; achieved a 15% reduction in report preparation time, enabling the team to focus on enhancing customer satisfaction and operational efficiency. Organized 10 on-demand training sessions, improving cross-departmental collaboration and efficiency.

Provided technical support through chat, phone, and remote sessions, maintaining an average customer satisfaction score above 90%. Authored and managed 200+ support articles, organized articles translation into 7 languages. Reduced chargeback rates by 12% through careful analysis and collaboration with the e-commerce department. Automated Freshdesk workflows, saving over 10 hours per week in manual agent work. Onboarded and mentored 4 new agents, improving their productivity by 15% within the first 3 months.