Brossard, Quebec, Canada
I’m a trilingual Customer Support Specialist with a robust background in customer success and service, SEO, and digital marketing. Enhancing user experience, managing client relationships, and driving engagement. Adept at using tools like Intercom, Zendesk, Amplitude, YouTube, Google Trends, and Google Analytics to understand and deliver exceptional support and identify growth opportunities. Very passionate about leveraging emerging technology, including AI, to enhance user experience, effectiveness, and engagement.
• Assist & support members in managing their accounts and subscriptions. • Respond to members emails, live chat sessions and phone interactions in an effective and courteous manner using Zendesk. • Perform root-cause analysis to identify and resolve issues to avoid account cancellation. • Being a product expert, including ever-changing menus and market items. • Thoroughly document and record key learnings around member issues, communicate issues internally and provide reporting to management as needed. • Follow up with members that have unresolved issues or are otherwise dissatisfied to proactively address members’ concerns and prevent churn
• Active management of high-risk and sensitive contacts over Twitter, Facebook and other regionally specific social media channels while maintaining SLAs using Sprinklr. • Assist in engagement activities and campaigns. • Identify trends and recommend improvements to workflows, products, and business processes. • Maintain a strong, current understanding of workflow changes. • Complete required cross-functional trainings in a timely manner.
• Assist customers with complaints and questions related to the transportation sector. • Recommend appropriate services and solutions to customers. • Respond to incoming calls. • Understand and handle emails with specific instructions. • Provide accurate and complete information about new seasonal campaigns.