Designed and implemented customer-centered processes and strategies that increased customer satisfaction (CSAT) survey effectiveness from 65% to 98% within six months.
Doubled the effectiveness in achieving the company’s annual KPIs, increasing customer retention rate from 45% to 90% within one year through strategic analysis of non-negotiable standards.
Provided service and proactive follow-up to clients, reducing key-customer churn to 0% per semester by implementing structured check-ins and scheduled meetings to track requests, address needs, and ensure timely resolution.
Led a team of 14 customer service professionals, successfully designing, developing, and implementing strategies and processes that ensured efficient and high-quality service delivery to an average of 130 customers per day.
Trained the customer service team in service attitude, complaint resolution, effective communication, product/service knowledge, and sales strategies, achieving 30 consecutive months of successful team performance evaluations.
Developed comprehensive documentation for customer support processes and FAQs to streamline operations and improve customer experience.