5+ years of Customer Service experience, using Zendesk and Salesforce as a Remote Customer Support Specialist.

Delivered frontline support across multiple channels (email, live chat, phone), resolving high volumes of customer inquiries while consistently meeting performance benchmarks like first response time and customer satisfaction (CSAT).

Maintained detailed knowledge of products/services to troubleshoot issues effectively and guide users to solutions.

Collaborated cross-functionally with product and engineering teams to escalate bugs and share customer feedback.

Contributed to internal knowledge bases and support documentation to streamline workflows and reduce repetitive inquiries.

Tracked KPIs and used analytics to improve support quality and response efficiency.

Supported end-to-end project coordination in a fully remote setup, ensuring 100% on-time delivery of all milestones by managing tasks via Asana and Slack.

Created and delivered weekly client-facing status reports, improving visibility and cutting scope change delays by 30%.

Optimized team communication workflows and stakeholder alignment, reducing average project timelines by 2 weeks through proactive coordination and follow-ups.