A business was managing customer inquiries across multiple platforms with no centralized system, leading to delayed responses, missed tickets, and frustrated customers. I stepped in to build and manage a multi-channel support operation from the ground up.
My role involved managing customer inquiries across inbox, live chat, and social media, ensuring a response time under 2 hours and maintaining a 96% customer satisfaction rating. I leveraged tools like Freshdesk, Zendesk, and HubSpot CRM to track, prioritize, and resolve tickets efficiently.