I am a results-oriented customer support professional with more than four years of experience managing high-volume customer interactions, resolving technical issues, and improving support operations.
I specialize in assisting users of digital services for gig-economy platforms, including Amazon Flex, Spark, Instacart, and Lyft. I guide customers through registration, mobile installation, developer-mode setup, and daily platform use.
I am experienced in multichannel support environments, handling chat, phone, outbound calls, follow-ups, escalations, and customer retention activities. I communicate clearly, diagnose issues efficiently, and ensure cases are followed through to resolution.
I have also led remote customer service teams, audited calls and chats, assigned leads, tracked performance metrics, and prepared operational reports. My background includes policy auditing, CRM data verification, and correcting records to prevent billing discrepancies.
I work confidently with support and analytics tools such as LiveAgent, Crisp, Chatwoot, Whaticket, CRM platforms, Mixpanel, Google Sheets, and Excel. I am a fast learner who enjoys technology, process automation, data analysis, and improving customer experiences.
Assisted users of a digital service designed for Spark and Instacart workers. Guided customers step by step through mobile installation and system setup using developer mode.
Diagnosed device settings and technical issues that prevented proper installation or use of the service. Escalated incidents requiring additional review and followed up until resolution.
Managed 40 to 100 daily customer interactions through Crisp, Chatwoot, Whaticket, LiveAgent, and phone support. Guided Amazon Flex users through registration, platform setup, and correct use of the service.
Diagnosed customer issues, answered questions, and followed escalated cases through closure. Conducted outbound and follow-up calls with prospects, new users, and existing customers.
Provided technical support to Lyft drivers during service setup and daily operations. Helped users maximize the value of the service through chat and phone assistance.
Answered questions, resolved operational issues, and conducted proactive customer follow-ups. Supported service promotion and upselling initiatives to improve satisfaction and retention.
Led a remote customer service team and ensured daily service targets were completed on time. Audited calls and chats to maintain customer service quality standards.
Generated and assigned leads to improve conversion opportunities, prepared performance reports, and monitored team metrics. Used Mixpanel to analyze retention, engagement, and workflow performance.
Audited insurance policies in CRM systems to confirm whether records were active, declined, or canceled. Verified data accuracy and consistency across customer and sales records.
Identified and corrected data-entry errors to help prevent billing discrepancies. Collaborated with sales and support teams to resolve inconsistencies and improve audit accuracy and operational efficiency.
Associate Degree, Business Administration
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