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Досвід роботи

Customer service manager

з 02.2024 по 02.2025 (1 рік)
Current Health, Remote (Medicine, pharmacy)

a. Provided frontline support to patients, caregivers, and clinicians using the Current Health remote care platform, maintaining a 95 percent customer satisfaction score.

b. Handled 30 to 50 customer interactions daily via phone, email, and chat using Zendesk and Intercom.

b. Resolved device issues including wearable sensors, tablets, and wireless hubs, contributing to a 27 percent reduction in average ticket resolution time.

c. Managed sensitive health information in line with GDPR and HIPAA compliance standards.

d. Collaborated with the product team to create help content and guided workflows, improving onboarding success by 15 percent.

KEY TOOLS AND SYSTEMS
- Zendesk – customer support ticketing
-Intercom – live chat and proactive messaging
- Slack and Microsoft Teams – internal communication
- Zoom – patient and team support meetings

ACHIEVEMENTS
- Named Top Support Agent of the Quarter twice in 2024
- Reduced average handling time by 18 percent through improved troubleshooting scripts
- Played a key role in product feedback cycles that enhanced usability for clients

Знання і навички

• Sales
• Conflict resolution
• Attracting new customers
• Effective communication
• Conducting negotiations
• Cold sales
• Empathic
• Sociability
• Stress resistance

Знання мов

Англійська — просунутий