I am a Customer Success and Support Professional with over 3 years' experience driving process optimization, workflow automation, and cross-functional coordination across healthcare, insurance, financial services, sales, and manufacturing industries. I am skilled in SaaS environments, leveraging communication, problem-solving, and technical expertise to enhance operational efficiency, implement data-driven solutions, and lead change management and continuous improvement initiatives for quality outcomes. My background includes providing exceptional customer service while effectively managing and resolving technical issues. I have experience in managing technical documentation and collaborative engineering resources, utilizing various tools for tracking and analyzing technical issues. I am adept at educating customers about the full benefits of products and services, always looking for opportunities to improve business and elevate customer experiences. I have a strong focus on data-driven decision-making and consistently meet performance metrics to ensure high customer satisfaction.
Demonstrated ability to provide exceptional customer service while effectively managing and resolving technical issues. Experienced in managing technical documentation and collaborative engineering resources via SharePoint and utilizing InfoAssist Rogers to access critical technical support information. Proficient in utilizing ServiceNow for tracking, analysing, and resolving technical issues within engineering workflows.
Efficiently handled a high volume of customer inquiries through omnichannel support, ensuring timely resolution and superior customer satisfaction. Processed 300+ pension, health and claim transactions weekly, ensuring 99.8% accuracy using API automation, fraud detection models, compliance audits, payroll databases, and machine learning anomaly detection for error reduction.
Acted as the primary point of contact for all client communications, efficiently resolving inquiries, concerns, and escalations to deliver a seamless client experience. Conducted tailored onboarding sessions and facilitated implementation for new B2B clients by gathering requirements and ensuring successful setup and documentation.
PG Diploma in Computer Science
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