Social Discovery Group - Global Customer Success Specialist

March 2022 - Present

• Deliver multilingual customer support across chat, email, and phone using Talkdesk, Salesforce, and Jira, consistently exceeding baseline productivity (85–100+ daily cases) while sustaining 95%+ satisfaction.
• Escalate and resolve complex issues, including technical bugs, payment disputes, and compliance complaints through Jira and Slack, ensuring 100% documentation accuracy and faster closure rates.
• Investigate declined transactions, process refunds under $300 via Moto, and flag chargebacks in collaboration with Finance resulted in a 15% reduction in disputes and safeguarded revenue.
• Drive customer retention by converting 40% of cancellation requests into active subscriptions, directly impacting lifetime value and recurring revenue.
• Represent the brand externally on public feedback platforms (e.g., Pissed Consumer), successfully resolving high-visibility cases and improving customer perception by 90%.
• Partner cross-functionally with the Tech and Product teams to replicate and resolve bugs, contributing to product stability and enhanced user experiences.
• Apply structured prioritisation of escalations and follow-ups at shift start to achieve SLA compliance and accelerate case resolution.
• Align with evolving KPI-driven performance models by balancing high-volume throughout with retention-focused support, maximising both customer loyalty and bonus eligibility.

Influx (for Clipboard Health) - Customer Support Representative

September 2021 - January 2022

• Provided voice and email support for Clipboard Health using Zendesk and Five9, consistently meeting SLA and quality targets.
• Managed high-volume customer queries with accuracy, empathy, and clear communication.
• Guided users through app navigation, shift management, incident reporting, and account/document issues.
• Logged, escalated, and followed up on technical issues, payment concerns, and complex customer complaints via Slack and internal workflows.
• Contributed to improved workflow efficiency through accurate tagging, detailed notes, and feedback to product/support teams.

Acorn Holdings Limited - HR & Administrative Assistant