Self Employed

Customer Service Specialist

Fringe Sport

• Successfully resolved over 350 customer issues per week via email, phone, chat, and social media messages.
• Maintained an average customer satisfaction rating of 99% through consistent delivery of high-quality customer support, which included resolving technical issues, answering product-related questions, and providing guidance on best practices and workflows. 
• Identified common pain points and areas for improvement in product design, functionality, and user experience, and communicated these findings to the product development team.
• Created and maintained a comprehensive training manual that covered all aspects of the job, including procedures, policies, and best practices, resulting in more consistent and streamlined training experience for new hires.
• Successfully managed a catalog of over 500 SKUs across multiple e commerce platforms including Shopify, Amazon, and eBay ensuring accurate and up-to-date product information, pricing, and inventory levels.
• Served as a liaison between internal stakeholders and external contractors, graphic designers, and copywriters to ensure seamless and effective execution of email, social media, and Amazon marketing campaigns. 
 • Managed and maintained the company’s marketing calendar ensuring timely and accurate execution of quarterly sales, weekly promotions and daily emails.
• Executed all aspects of the company’s affiliate marketing program, managing a network of over 200 affiliates.  
• Generated compelling content, including blog articles and surveys, that aligned with the company’s brand voice and mission.

Customer Service and Marketing Associate 

Nuance Transcription Services India Private Limited

• Acted as the primary point of contact for clients to address and resolve issues related to confidential patient documents, ensuring timely and satisfactory resolution of all inquiries and concerns. 
• Conducted in-depth analyses of client feedback and worked cross-functionally with internal teams to develop and implement customized solutions to address individual client needs.
 • Consistently met or exceeded project deadlines by leveraging exceptional time management skills and a detail-oriented approach to task completion.
• Managed administrative tasks for 5 managers, including creating 45 to 50 pieces of content per month, onboarding 30 new hires per year, and completely revising the employee handbook to ensure compliance with new regulations.
• Acted as the primary liaison between managers, physicians, and clients, ensuring effective communication and prompt resolution of issues through phone and email correspondence.
• Developed and continuously updated account specifications, templates, and standard operating procedures for clients resulting in improved efficiency and customer satisfaction.
• Spearheaded the implementation of quality measures for colleagues resulting in a 99% accuracy rate for document processing. Provided continuous training and guidance to ensure consistent adherence to standards.

Client Quality Specialist

Customer service professional with extensive skills in solving problems and improving customer experience. Excellent in content creation on multiple formats, including product listings, blogs, emails and more. Leadership expertise  in leading team members, with improvement both personally and as a group.

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