Customer Experience Specialist

Resolved more than 50 customer inquiries per day related to account access, transactions, platform functionality, and service concerns. Delivered timely, accurate, and empathetic support while guiding customers through complex issues and security best practices.

Created customer-facing and internal support resources that contributed to a 20% reduction in support ticket volume. Managed escalated cases involving account access, security, and transactions; documented cases in Zendesk, Salesforce, and internal CRM systems.

Partnered with product and engineering teams to identify recurring customer pain points and improve support processes. Supported KYC and fraud-related investigations while following security, privacy, and regulatory requirements.

Resolved more than 15 complex customer cases daily involving accounts, platform functionality, service concerns, and overall customer experience issues. Used active listening, expectation setting, and personalized solutions to de-escalate challenging interactions.

Provided proactive, solution-focused communication that contributed to a 10% increase in overall customer satisfaction. Applied structured problem-solving and customer education to improve first-contact resolution and reduce unnecessary follow-up.

Identified recurring customer pain points through root cause analysis, contributing to a 15% reduction in recurring problems. Led more than 20 training sessions and mentored five new hires, helping them reach 90% proficiency within their first month.

Manage client communications, gather requirements, incorporate feedback, and deliver solutions aligned with client goals and expectations.

Conduct market and competitor research to identify customer trends, engagement opportunities, and positioning strategies. Develop customer-centered strategies based on audience needs, customer behavior, and feedback.

Coordinate creative, strategic, and client-facing initiatives to maintain alignment with timelines, business objectives, and client expectations.

Completed the Google IT Support Professional Certificate.

Earned a high school diploma.