I have almost 2 years of experience working as an Industrial Engineer specializing in process improvement and project monitoring for a manufacturing company.
After that, I transitioned into working remotely for a US eCommerce B2B SaaS company for over 3 years.
Throughout my stay, I’ve worked cross-functionally with Sales & Marketing teams to monitor customer lifecycles, from the -----------nt the sales team closes the deals to managing the onboarding of customers, making sure that they’re set up for success, as well as periodically checking in after setup, whether that’d be through calls or email correspondence. I also generated reports and owned data management for the team.
As part of my responsibilities, I took on the role of managing the Support inbox for our entire customer base of 500+ US DTC brands and hopped on calls with customers as needed for any troubleshooting. I assisted in bug triage and monitoring of tickets, working closely with Product and Engineering teams to ensure that all issues and concerns were raised to the right people and customer feedback was logged.
I have some experience talking to stakeholders of different hierarchies, and I’ve learned to adapt, know what specific information that point of contact cares about, and how best I can deliver my message in a way that they would clearly understand.
As a Customer Experience professional, the most important thing when providing support to customers is that you always come from a place of help.
Verified
