Customer Support Specialist at Manitoulin Transport (2022-04 – Present)
- Handle an average of 20+ calls and 50+ emails/chats daily with an average handling time of 3.8 minutes
- Serving as the first point of contact for clients, answering inquiries, and providing information about our services, thereby achieving a daily reduction of 10% in the backlog and minimize customer wait time to 5 minutes
- Implementing a customer-centric approach by actively listening, employing effective questioning techniques, and providing accurate information, resulting in a 25% surge in customer retention
- Understanding each client's unique business needs and providing tailored solutions, including researching, to aid my decision making where necessary
- Accelerated the development of improved training materials for new team members and provided mentoring, increasing team members' efficiency by 65%
- Ensuring client satisfaction by delivering comprehensive tutorials and demonstrations on technical features of MTdirect, the company's business application
- Perform data analysis on customer feedback surveys to measure overall satisfaction levels and identify service/process improvement areas
Technical Support Advisor at Nissan North America (2020-09 – 2022-04)
- Troubleshoot and resolved technical issues for Nissan Connect / Keyfob reconfiguration remotely
- Pro-actively shared knowledge with Nissan users to improve their experience
- Identified and resolved complex software issues for customers, ensuring seamless functionality and reducing average resolution time by 50%
- Proactively respond to users to help them solve a broad range of questions regarding their products
- Collaborated with other team to resolve consumer's technical issues that need escalation
Customer Support Representative at Concentrix (2018-12 – 2020-09)
- Boosted user experience and satisfaction by managing and resolving over 55 daily phone calls, emails and chats, resulting in a 75% increase, while ensuring prompt and effective customer support
- Developed and delivered user-friendly troubleshooting guides to address common technical concerns, resolving over 200 connectivity and installation issues per month
- Conducted in-depth analysis of service delivery metrics and collaborated with team members to identify areas for improvement
- Collaborated with other teams to resolve consumers' issues that need escalation
- Proactively respond to users to help them solve a broad range of questions regarding their products
