Experience

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  World wide commercial ventures limited

  Dec 2013 - Dec 2015

  Customer service sales representative

   Generated regular reports using CRM data to analyze sales performance, customer trends, and identify areas for improvement. Collaborated with cross-functional teams, including marketing and product development, to align customer needs with business objectives and enhance the overall customer experience. Using Trello CRMs to streamline customer data management, track sales leads, and enhance collaboration among team members. Established and nurtured strong relationships with clients, providing excellent customer service to address inquiries, resolve issues, and ensure overall satisfaction. Show less

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  Polaris bank ltd.

  Jan 2016 - Dec 2021

  Customer service representative

   Delivered multichannel support, ensuring effective communication through diverse channels such as email, phone, live chat, and social media platforms. Managed customer inquiries and concerns promptly, maintaining a customer satisfaction rate of 95%. Provided guidance and training to new members of the customer service team as required, contributing to their effective onboarding and skill development. Maintained meticulous and accurate records of customer interactions, transactions, and issues within the company's CRM system, ensuring comprehensive documentation. Show less

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  Centrepoint investments limited

  Jan 2022 - Jan 2024

  Technical support specialist

   Educated users on secure password practices and policies. Diagnosing and resolving technical issues related to system access, authentication, and account configurations. Led remote training sessions for clients on the effective use of software products, enhancing overall customer proficiency and satisfaction. Provided support for password resets, account unlocks, and recovery processes for end users. Onboarded and managed login credentials for clients, ensuring secure access to our services and platforms. Monitored and managed account access issues, ensuring compliance with security protocols. Show less

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  British council

  Feb 2024 - Jul 2024

  Customer service specialist

   Streamlined reporting processes using Excel, reducing data entry time by 30%. Enable good customer service flow by ensuring all candidates are attended to immediately and that they receive clear directions.  Complete all mandatory training modules; Data Protection, Child Protection, Health and Safety, Equal Opportunities & Diversity, Anti- Fraud, Identity Checks, as required.

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  Preply

  May 2024 - now

  Customer support specialist

  * Managed and resolved 60+ complex account-related inquiries daily, including billing issues, password resets, and app troubleshooting, achieving a 95% satisfaction rate while supporting users across EMEA, APAC, and US time zones. *Collaborate with our technical team to escalate and resolve technical issues promptly, minimizing downtime and disruptions for users.*Collaborated with cross-functional teams to streamline workflows, reducing ticket resolution time by 20% and delivering clear, empathetic solutions via Zendesk and admin dashboards. *Helped the team succeed by guiding junior agents and improving their problem-solving and troubleshooting skills. Show less