Customer Support Representative

Resolved 85% of customer inquiries on first contact, providing accurate product information and ensuring a seamless customer experience, contributing to increase in repeat customers. Improved response time through efficient communication and problem-solving, consistently addressing customer concerns within a 24-hour timeframe. Managed inventory efficiently, reducing excess stock, optimizing storage processes, and minimizing overstock costs by 10%. Utilized time management skills to complete all tasks on or ahead of schedule, contributing to a 12% increase in overall team productivity. Collaborated with 4 key departments to align stock levels with demand, ensuring timely product availability, which led to an improvement in operational efficiency.

Managed a high volume of customer interactions, resolving 50+ inquiries per day via phone, email, and live chat. Maintained a 95% satisfaction rate by delivering prompt and effective solutions while adhering to company policies. Successfully implemented a new ticketing system that streamlined response times, reducing the average resolution time from 48 hours to 24 hours, leading to an increase in overall customer satisfaction based on feedback surveys. Analyzed customer complaints and identified areas for process improvement. Collaborated with the team to implement changes, resulting in a 30% reduction in recurring complaints within 5 months. Trained new customer support staff on best practices and product knowledge, leading to a 25% improvement in First Contact Resolution (FCR) rate.