Tier 2 Support and Coach at Magic Inc. (2024-06 – Present)
- Coach and develop 25+ customer support agents across workflows, brand communication standards, and platform tools, driving consistent quality and performance across the team.
- Serve as the primary point of escalation for complex customer concerns, applying in-depth product knowledge and company policy to deliver timely, accurate resolutions.
- Conduct structured quality reviews of customer interactions, delivering actionable feedback that reinforces service consistency and professionalism.
- Manage cases involving subscription management, order adjustments, shipment issues, returns, and billing inquiries with full accountability.
- Contribute to agent onboarding by facilitating workflow training sessions, developing process documentation, and offering real-time guidance during initial deployments.
- Monitor and moderate social media interactions via BrandBastion, ensuring timely and brand-aligned responses across community channels.
- Partner with senior leadership to identify systemic issues, enhance standard operating procedures, and maintain an accurate and accessible knowledge base.
Customer Support Agent (Tier 1) at Magic Inc. (2023-05 – 2024-06)
- Consistently resolved 90-100 customer tickets per day, 3-4x the industry average, while maintaining a 5-star CSAT rating, ranking as the highest-performing agent on the team by ticket volume.
- Handled a broad range of customer inquiries including order issues, subscription management, shipment tracking, returns, and billing disputes.
- Developed deep familiarity with support platforms including Gorgias, Zendesk, Shopify, StayAI, Wonderment, Return Logic, Okendo, SavedBy, ShipFusion, and Dash.
Virtual Assistant at Peaches Assist (2022-08 – 2023-05)
- Managed executive communications by organizing and prioritizing a high-volume inbox to ensure timely responses to critical correspondence.
- Planned and coordinated virtual meetings via Zoom, including preparation of agendas, guest coordination, and post-meeting follow-ups.
- Maintained integrity of CRM records through systematic data entry, regular audits, and clean-up initiatives.
- Managed multiple concurrent responsibilities with precision and consistent adherence to deadlines.
Sales Administrator at First J Sales and Marketing (2011-05 – 2022-07)
Gained hands-on field experience through deliveries and outlet checks before transitioning into an administrative role, building end-to-end understanding of the sales operation.
- Maintained comprehensive sales records to support accurate forecasting, performance tracking, and management reporting.
- Oversaw inventory levels and coordinated replenishment orders proactively to sustain operational continuity and prevent stockouts.
- Conceptualized and executed community-facing promotional events, contributing to increased brand visibility and sales volume.
