Customer Service Representative

Senior Customer Support Representative — Novus Retail Group

Chicago, IL | October 2023 – Present

• Resolved over 4,200 complex customer tickets using Zendesk Support, maintaining a 96.2% customer satisfaction (CSAT) rating and consistently beating service level agreements (SLAs) by an average of 4 hours.
• Streamlined ticket escalation workflows in HubSpot CRM by introducing 40 automated macro templates, which reduced routing errors by 22% and saved 6 weekly labor hours for a support team of 15 agents.
• Mentored 5 new customer support hires using an onboarding LMS, explaining Confluence knowledge base protocols and lowering their average ramp-up time to full productivity by 15%.
• Authored 12 detailed troubleshooting guides for the external Zendesk Help Center, which increased self-service customer deflection rates by 30% for shipping and returns inquiries.

Customer Service Representative — OmniChannel Logistics

Chicago, IL | June 2021 – September 2023

• Managed up to 80 daily customer contacts across LiveChat and Avaya telephony channels, achieving a consistent 98% quality assurance (QA) score based on monthly supervisor audits.
• Rectified billing discrepancies for over 150 corporate clients using SAP ERP and Excel, recovering $8,500 in billing leakage while preserving long-term partner retention rates.
• Reduced customer wait times on incoming chats by 45 seconds, representing an 18% improvement, through hotkey proficiency and multi-tasking within the Salesforce Service Cloud CRM.
• Collaborated with product and engineering teams via Slack and JIRA to report 15 systemic platform bugs, resulting in a 5% reduction in product return rates over a 6-month period.

Zendesk Support, Salesforce Service Cloud, HubSpot CRM, LiveChat, Avaya, Jira Service Management, SAP ERP, Microsoft Excel, CSAT tracking, SLA management, ticketing workflows, billing resolution, customer escalation

Knowledge Base Expansion

Role: Lead Content Specialist

Tools: Confluence, Zendesk Guide

Led the migration and authoring of 40 FAQ articles, resulting in a 25% reduction in contact volume over 3 months.

Ticketing Automation Initiative

Role: Support Workflow Auditor

Tools: HubSpot CRM, Slack

Re-mapped 15 ticket routing pathways, lowering average resolution times by 20% and improving CSAT by 4%.

• Certified Customer Service Professional (CCSP) (2023)
• HDI Customer Service Representative (HDI-CSR) (2021)

• Languages: English (Native), Spanish (Conversational)
• Volunteer Work: Virtual mentor for community career support center (2022-present)
• Availability: Immediate