Faustina

Customer Service Representative (Remote)

Managed an average of 80+ customer support tickets daily via Zendesk and Freshdesk, achieving a consistent first-response time of under 2 hours and maintaining a 94% SLA compliance rate across all support tiers.. Resolved technical issues related to web hosting environments including cPanel navigation, DNS configuration, domain management, SSL certificate setup, and email account management — reducing average ticket resolution time by 30%.. Delivered comprehensive customer onboarding sessions for new hosting clients, guiding them through control panel setup, website deployment, and account configuration, contributing to a 20% improvement in first-month customer retention.. Executed proactive upselling and cross-selling campaigns by identifying client upgrade opportunities during support interactions, contributing to a 15% increase in plan upgrades and add-on service adoption.. Handled escalated client complaints and high-priority technical issues via live chat, email, and phone support, maintaining a customer satisfaction (CSAT) score of 91% and reducing churn rate by 18% through empathetic and solutions-focused engagement.. Maintained detailed CRM records, interaction logs, and account notes in HubSpot CRM to ensure seamless handoffs, accurate reporting, and enhanced team visibility into client history and outstanding issues.. Collaborated cross-functionally with the technical engineering and billing teams to resolve complex, multi-department customer issues, ensuring full case resolution within established SLA windows.. Developed and updated internal knowledge base articles, FAQ documentation, and troubleshooting guides used by team members, reducing repetitive tier-1 escalations by approximately 25%.