Team Leader | Customer Support

I consider my self as an expert in Zendesk. I handled this as a main CRM ticketing tool for over 4 years and it was awesome. The tool has a simple GUI but it's user-friendly.

Provide responsive and courteous customer support via email, and phone, addressing inquiries, resolving issues, and assisting customers with order status, returns of products, and after-sales support.

We communicate in operations via Google Workspace, particularly Gmail. We have also been using almost everything in Google Workspace: Google Excel, Slides, Docs, Forms, Drive, Chats, and Meet.

Retail Generalist for 6+ years. 1.5 years in Amazon.com (US) 5 years in Kogan.com (AU)

Creating trackers with basic formula. Trackers for Productivity, for Attendance and for Agents KPIs

Kogan Team Leader for 2.5 years. Key Responsibilities: * Lead and motivate a team of customer service representatives to meet or exceed performance targets and deliver excellent customer service in an online retail setting * Monitor team performance, including productivity, quality, and customer satisfaction results, and take corrective action to ensure targets are met or exceeded * Providing regular coaching, feedback, and training to team members to improve their skills, product knowledge, and customer service capacities * Develop and execute effective and efficient strategies to enhance productivity, simplify processes, and improve the customer experience * Collaborate with other teams, operations, training, quality assurance, and others to find and seize opportunities to improve processes and client services * Take charge of any customer contacts that have been escalated. Ensure the customer’s order is promptly processed and that they are pleased with the resolution

I have experience with some Microsoft Office softwares (365). I have been using these since college days until now, working in a corporate setup. Microsoft Word Microsoft Excel Microsoft Powerpoint Outlook

I handled this tool for only 6 months. Our client decided to migrate from Zendesk to Salesforce for a better reporting feature. I haven't really explored this CRM completely but I can say that it has remarkable features.