5 years of Customer Support experience in Finance and SaaS industries, leveraging tools like Hubspot, Salesforce and Intercom,

Responsible for delivering customer support through live chat, email, and calls on a global SaaS platform. Tasked with resolving client issues efficiently while maintaining high satisfaction standards. I consistently exceeded performance goals by maintaining a 95%+ CSAT score, resolving high ticket volumes under tight SLAs, and ensuring smooth customer experiences whenever users encountered technical or platform-related challenges. My role focused on guiding customers through obstacles, troubleshooting issues, and collaborating with internal teams to deliver fast, effective solutions.

Responsible for managing customer communications across live chat, email, and phone channels. Tasked with resolving customer issues efficiently while meeting departmental performance goals for satisfaction, response time, and accuracy. I exceeded expectations by resolving 700+ customer inquiries with a 93% CSAT score, reducing average handling time by 28%, and improving self-service efficiency by contributing to the internal knowledge base. My role required strong product knowledge, empathy, and collaboration across technical and product teams.