Tiffany

Delivered email, live chat, and phone support to internal and external clients, achieving 95% SLA compliance and ensuring timely resolution and customer satisfaction.

• Boosted client engagement by 25% by delivering customized Underwriter software guidance, leveraging Freshdesk to streamline issue resolution and proactive support.

• Facilitated communication between customers and developers by logging product feedback in Freshdesk and JIRA, ensuring critical issues were promptly addressed.

• Improved ticket handling efficiency by 35% through Freshdesk automation and workflow optimization, leveraging canned response capabilities.

• Ensured customer-facing documentation remained up to date by regularly integrating release notes into the knowledge base.

Educated clients and stakeholders on new LMS capabilities, resulting in a 70% boost in satisfaction and streamlined platform usage.

• Configured Zoho CRM automation to onboard users efficiently, driving higher utilization of key platform tools among educators and partners.

• Delivered dynamic onboarding sessions to educators, reducing initial learning curves by 30% through live demos and personalized troubleshooting.

• Translated 200+ user pain points from live trainings into JIRA tickets, driving a 50% reduction in recurring technical issues within 3 months.

Maintained 90%+ CSAT while managing 50+ weekly email/chat tickets through optimized automated workflows, reducing resolution time by 30%.

• Enhanced system accuracy by 40% through targeted platform configuration updates, aligning with evolving stakeholder needs and technical specifications to reduce data errors and improve reporting efficiency.

• Flagged recurring issues through CRM-generated reports, contributing to a 15% reduction in repeat tickets.

• Collaborated with cross-functional teams to analyse support trends and overhaul knowledge base articles, improving customer self-resolution rates by 30%.

• Optimized international client support by implementing structured asynchronous communication protocols through Teams and Zoom, reducing response delays by 40%.