In this role, I managed customer inquiries and troubleshooting as the primary point of contact for the #lovework clients in the Strengthscope platform, where I consistently maintained a response time within 24 hours, meeting an informal KPI of quick client support. During this time, I ensured effective customer retention and managed the reactivation process for existing customers, providing tailored support to over 200 user accounts for high-profile companies such as Chanel, Ipsos, and various organizations across the US. My responsibilities included handling payment collection for the clients, and preparing and invoicing for both live and virtual Strengthscope Certification events, ensuring 100% accuracy and timely processing.

I proactively compiled and maintained a comprehensive FAQ guide, reducing repetitive inquiries by approximately 35%, which streamlined our support process and improved client satisfaction. Monitoring e-commerce orders on Shopify, I fulfilled client purchases and coordinated invoicing, aiming for a same-day processing rate to meet internal expectations for fast order fulfillment. I also kept large customer datasets up-to-date in HubSpot CRM, which enhanced data accessibility and contributed to an estimated 20% reduction in support response time.

I also took the initiative of be in charge of the company CRM in HubSpot, setting up, monitoring, and maintaining complex custom data workflows for sales and marketing purposes. Additionally, I managed the help desk ticketing system in HubSpot’s Service Hub, resolving 90% of client inquiries on the first contact, which supported our goal of maintaining high-quality, efficient service.

In this role, I acted as a key support resource for the executive team, managing projects and tasks using Teamwork and Notion to ensure timely and effective completion. I designed and maintained complex workflows in HubSpot to optimize sales and marketing efforts, including the creation of automated email sequences that improved lead engagement and nurturing. Additionally, I handled large datasets for imports and exports, ensuring accuracy and proper transformation of data fields for seamless integration into HubSpot.

I was responsible for managing executive email communications, which included reviewing, filtering, and prioritizing emails from main company inboxes. I also created and monitored email marketing campaigns, using tools like ConvertKit to design templates, schedule emails, and track performance metrics to drive engagement and conversion.

In collaboration with the sales team, I supported lead generation and outreach efforts by conducting web research via LinkedIn Sales Navigator, gathering data to qualify leads, and executing targeted email and social media campaigns. My contributions included maintaining the Sales Success Guide in Notion and monitoring form submissions from the company website to ensure prompt follow-up with potential clients, enhancing the overall sales process.

My responsibilities extended to managing e-commerce platforms like Shopify and Teachable, ensuring the stores remained up-to-date and operational. Additionally, I scheduled meetings, conducted research on various topics, and managed files across Dropbox and Google Drive, supporting organizational efficiency. These efforts collectively contributed to streamlined operations, improved data accessibility, and enhanced collaboration across teams.