CX Customer Support Representative

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I led from the front desk by taking orders via phone, email and in- store clients, while ensuring a successful and timely execution of all customer requests at a graphic design and promotional product company.

 

• Expectations Management: I managed client communication and deadlines effectively by setting realistic expectations and timelines, ensuring their satisfaction with timely and accurate solutions.

• Problem Solving: Efficiently resolve customer inquiries to maintain communication and prevent errors in the workflow.

• Customer Research: Utilized active listening, problem-solving skills to understand customer needs, and uncovering potential business opportunities.

• Stakeholder Collaboration: Successfully communicating with a range of clients, suppliers, and other stakeholders while maintaining a dynamic supply chain.

• CRM hygiene: Managed the creation of client profiles, processed quotes and invoices from orders, and maintained accurate records within the company's CRM system.​​​

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Account Coordinator 

MSA - Microsoft Search Advertising

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Analysed user behaviour and campaign performance metrics to identify optimization opportunities, directly collaborating with Microsoft’s EMEA Nordics Account Managers where features and workflows frequently evolved, requiring continuous adaptation.

 

• Problem Solving: Triaged and resolved technical issues in client accounts by investigating root causes and escalating cases to accurate teams.

• Data Analysis and Reporting: Skilled in using various software’s for data analysis, reporting, and visualization for internal and external stakeholders.

• Training and Onboarding: Shared newly discovered insights with the team and developed training materials for new members, contributing to overall team growth and knowledge base.

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Bilingual Customer Support 

Social Media

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Ensured excellent user experience with a new Financial App by empathetically addressing queries and efficiently resolving issues through thorough investigation and targeted questioning.

 

• Issue Escalation and Resolution: Handled and escalated complex user complaints to the appropriate team, ensuring timely resolution and a positive user experience.

• Working with Developers: Participated as a pilot for user testing sessions to gather valuable insights and provided feedback to improve product designs and interactions.

• Policy Adherence and Compliance: Ensured compliance with relevant policies and regulations, including KYC and ToS, to safeguard user data and maintain trust.

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Team Leader ​

 

Progressing from Barista in February 2020 to Team Leader by August 2020, I was responsible for the daily café operations, leading and assigning tasks to the team. I implemented onboarding and ongoing training to maximize team efficiency and ensure clear internal communication, ensuring a consistent and smooth workflow in serving clients and addressing their needs effectively.

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Communications Manager

 

Developed and implemented marketing strategies aimed at increasing brand recognition and improving customer experiences through Websites, Social Medias, and at the Store. Additionally, I managed the timelines and execution of various projects, actively communicating with stakeholders and leading project workflows to ensure efficiency and successful outcomes, including direct client interactions.

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