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Customer Support and Data Operations Professional with 4+ years in SaaS and retail environments
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Competencies
Extensive experience in SaaS support, troubleshooting, and customer communication via email and chat.
Skilled in data entry, cleaning, validation, and structured data management to ensure accuracy.
Supervised and managed support teams in fast-paced retail environments, ensuring optimal service delivery.
Proficient in reproducing bugs, documenting issues, and supporting technical teams to resolve software problems.
Education
Languages
Summary
Dedicated professional experienced in SaaS customer support, technical troubleshooting, and data management. Demonstrates strong leadership in retail operations and a commitment to delivering exceptional customer experiences.
Key Achievements
- Handled 20-25 support tickets daily with under 10-minute first response time, enhancing customer satisfaction.
- Led customer support operations across four retail locations, supervising a team of 16 employees.
- Reproduced and documented software bugs, supporting engineering teams in troubleshooting and resolution.
- Performed dataset cleaning and validation, ensuring high data quality for organizational use.
Experience
Customer Support and Data Operations
Provided SaaS customer support through email and chat using Zendesk, handling an average of 20–25 tickets per day across troubleshooting, triage, and resolution.. Maintained under-10-minute first response times, contributed to consistent customer satisfaction outcomes, and resolved routine cases in 20–25 minutes on average while meeting SLA expectations.. Documented incidents, customer interactions, and next steps clearly to improve case continuity, support handoffs, and overall customer experience.. Escalated technical, billing, and product-related issues within 30–45 minutes, using structured internal notes that helped teams investigate faster and respond more consistently.. Supported data entry and validation workflows for operational reporting and AI data pipelines with a strong focus on accuracy and process reliability.
Technical Support Assistant and Data Entry
Assisted support and engineering teams by reproducing software bugs, logging findings, and documenting troubleshooting steps for follow-up.. Performed dataset cleaning, validation, and structured data entry for machine learning workflows with consistent attention to detail.. Improved ticket documentation quality for recurring issues, helping reduce repeated back-and-forth and making support records easier to act on.
Operations and Customer Support Lead
Managed customer support operations across four retail locations, handling escalations and day-to-day service issues in a fast-paced environment.. Supervised a team of 16 employees and helped maintain service quality through organization, communication, and follow-up.. Maintained CRM records, sales documentation, and operational reports, supporting smoother issue tracking and internal coordination.. Prepared performance reports and basic sales forecasts using Excel and Google Sheets, and communicated with international suppliers in English regarding orders, pricing, and logistics.