Executive Assistant | Operations & Customer Success Support | CRM & Administrative support

As a Customer Service Manager, I was responsible for overseeing daily operations of the customer support team, ensuring high levels of customer satisfaction and service efficiency. My key responsibilities included:

Team Leadership & Training: Managed and coached a team of customer support representatives, providing training, performance feedback, and ongoing development to enhance service quality.

Customer Experience Management: Ensured a seamless customer journey by implementing best practices for handling inquiries, resolving escalations, and maintaining high service standards.

Process Improvement: Identified inefficiencies in workflows and introduced new strategies, tools, and policies to enhance response times, customer engagement, and overall service delivery.

Performance Monitoring: Analyzed key customer service metrics, tracked team performance, and developed reports to assess trends and improve operations.

Conflict Resolution: Addressed customer complaints and escalations professionally, working closely with internal departments to find swift and effective resolutions.

Cross-Functional Collaboration: Worked with sales, marketing, and product teams to relay customer feedback, improve service offerings, and align support strategies with company goals.

With a strong focus on customer satisfaction and team efficiency, I successfully contributed to improving customer retention and service excellence.

I designed and scheduled email campaigns using tools like HubSpot, Brevo, Mailmeteor, and GMass.

I Managed subscriber lists, segmentation, and outreach to improve engagement.

I Supported content creation and campaign reporting for client projects.

I Ensured clear communication, accurate delivery, and timely follow-ups with prospects and customers.

• Conducted market research and identified target organizations across industrial and technical sectors.

• Built and managed outreach pipelines using CRM platforms and structured workflow systems.

• Coordinated prospect outreach, follow-up activities, and engagement tracking processes.

• Maintained organized databases, contact records, and reporting systems to support business development activities.

• Supported lead generation, communication workflows, and operational processes across multiple projects.