Customer Support Representative

Resolved complex customer and product support tickets via email and live chat, maintaining 100% Customer Satisfaction (CSAT) and 100% Service Level Agreement (SLA) compliance, with average response times under 2 hours (email) and 5 minutes (chat). Provided technical product support by troubleshooting platform behavior, clarifying feature functionality, and guiding users on proper usage, reducing repeat inquiries and improving product adoption. Developed and maintained support macros, internal documentation, and knowledge base articles, reducing onboarding time by 20% and ensuring consistent, high-quality support delivery. Analyzed ticket data, customer feedback, and recurring issues to support quality assurance reviews, workflow optimization, and continuous operational improvement initiatives. Collaborated with Product and Operations teams by sharing customer insights, feature requests, and common pain points, contributing to product enhancements and improved customer retention.

Managed and coached a team of 15 specialists, providing guidance, mentorship, and subject matter expertise to ensure consistent performance and professional growth. Oversaw daily operations and multiple cross-functional projects, optimizing workflows and implementing process improvements that reduced errors by 50% and increased overall team efficiency. Established and monitored KPIs for accuracy, quality, and turnaround time, achieving 95% or higher compliance, while implementing pipeline and project management strategies to ensure 100% on-time delivery. Collaborated with internal teams to streamline communication, share customer insights, and provide product support guidance, enhancing operational performance and enabling faster resolution of merchant issues.

Conducted in-depth eCommerce research and competitor analysis across Amazon, Target, Walmart, and eBay, providing actionable insights that helped merchants resolve operational challenges and optimize platform performance. Provided hands-on product support to internal teams and merchant partners, guiding platform tools, reporting workflows, and feature functionality, resulting in a 30% reduction in support inquiries and faster issue resolution. Developed and maintained brand data files and dashboards, ensuring accuracy and accessibility, while supporting 20+ cross-functional projects with timely insights. Created data-driven presentations and pitch decks translating complex insights into clear recommendations, improving stakeholder decision-making and enabling 95% on-time delivery of initiatives.

Designed targeted lead generation strategies, increasing prospect engagement and sales conversions. Built and maintained client relationships, ensuring a seamless customer journey.

Maintained Amazon Seller account health by monitoring key metrics, ensuring compliance with platform policies, and proactively resolving issues to minimize account risks. Provided operational and technical support across multiple client accounts, identifying listing and platform issues and implementing corrective actions to improve account performance. Filed tickets and coordinated with Amazon Seller Support, resolving 95% of platform and listing issues within 48 hours and reducing client disruptions. Supported account managers with ad hoc operational and client support tasks, providing insights, guidance, and streamlined CRM processes that improved follow-ups, data accuracy by 30%, and contributed to a 75% increase in discovery meetings.

Managed high-value client accounts, increasing customer retention by 20% through tailored financial solutions. Streamlined account management processes, reducing processing time by 30%. Conducted risk assessments and compliance monitoring to improve service quality.