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Customer Service & Account Management with 5+ years in Digital Marketing
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Competencies
Experience managing client portfolios and implementing retention strategies to reduce churn and increase loyalty.
Provided technical assistance via chat and calls, resolving inquiries efficiently and escalating complex cases when needed.
Advised clients on feed setups for Google Merchant Center, Microsoft Advertising, TikTok, and Pinterest to optimize ad performance.
Utilized Zendesk and Salesforce to track tickets, resolve issues, and improve workflow efficiency.
Prepared reports, maintained data records, and supported communication tasks using Microsoft Office Suite.
Education
Languages
Summary
Experienced in managing client relationships, providing technical and customer support, with a strong background in digital marketing tools and client retention strategies.
Key Achievements
- Managed a portfolio of over 100 clients, providing strategic guidance on feed setups across multiple advertising platforms.
- Improved customer retention by 25% through proactive engagement and tailored client solutions.
- Handled over 150 customer interactions daily, maintaining a high CSAT score of 92%+ and processing transactions with 99.5% accuracy.
Experience
Account Manager
Managed a portfolio of 100+ clients, optimizing their presence on Google Ads, Facebook Ads, Wix, Walmart, and Amazon., Improved customer retention by 25% through proactive engagement and tailored solutions., Utilized Zendesk & Salesforce to track and resolve 95% of tickets within SLA...
Customer Service Agent
Handled 150+ customer interactions daily, ensuring efficient issue resolution and seamless order processing., Maintained a CSAT score of 92%+, exceeding department benchmarks., Processed transactions with 99.5% accuracy, minimizing disputes and chargebacks.
Customer Support Representative
Delivered technical support via chat and calls, resolving 85% of inquiries on first contact (FCR 85%)., Escalated complex cases, reducing resolution time by 30% through improved workflows.
Customer Service Agent
Negotiated with international healthcare providers to facilitate patient admissions, ensuring 100% policy compliance., Managed sensitive customer data with zero security breaches.
Retention & Customer Service Agent
Implemented personalized retention strategies, reducing churn rates by 20%., Increased customer loyalty and renewals through tailored solutions and proactive outreach.