Customer Service / Virtual Assistant 

- Utilized Zendesk to manage and resolve customer inquiries effectively. - Leveraged its ticket management system to handle incoming support requests from various channels, such as email and chat, ensuring prompt and accurate responses. - Streamlined repetitive tasks and improved response times, resulting in enhanced efficiency and customer satisfaction. - Utilized Zendesk's reporting and analytics tools to gain valuable insights into support performance and identify areas for improvement.

In my role as a Customer Support Manager, I have gained extensive experience in leading and overseeing customer support operations. I have successfully built and managed high-performing support teams, ensuring excellent customer service delivery. I have developed and implemented effective strategies to enhance customer satisfaction, streamline processes, and optimize team performance. I have leveraged customer support tools, such as Zendesk, to efficiently manage support tickets, track performance metrics, and ensure timely resolution of customer inquiries. Through the utilization of Zendesk's automation features, I have implemented workflows and processes that have improved response times and enhanced operational efficiency. In addition, I have focused on fostering a customer-centric culture within the support team, emphasizing empathy, active listening, and effective communication skills. I have implemented training programs to enhance the team's product knowledge and customer service skills, enabling them to provide personalized and effective support. By utilizing data-driven insights and reporting tools, I have continuously monitored support metrics, identified trends, and implemented improvements to optimize team performance and exceed key performance indicators (KPIs). Through effective leadership and collaboration with cross-functional teams, I have successfully implemented process improvements and contributed to product development initiatives based on customer feedback. I have also worked closely with stakeholders to develop and maintain knowledge bases and self-service resources, empowering customers to find answers independently. Overall, my experience in customer support management has equipped me with the skills to drive operational excellence, foster customer loyalty, and ensure a seamless support experience. I am passionate about delivering exceptional service and continuously striving for customer satisfaction.