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Skills
Experience
Customer Success Specialist
Expotech Solutions
2025-11 -
Own the end‑to‑end client lifecycle for enterprise SaaS accounts, from onboarding through renewal and expansion. Design tailored success plans, monitor usage metrics and drive adoption using data‑driven insights. Coordinate with product, support and sales teams to resolve escalations in real time, improving NPS from +42 to +68. Leverage Monday.com workflows to automate client tracking and reporting.
Online Customer Service Assistant
ARGOS RETAIL
2024-06 - 2025-11
Managed 70+ daily omnichannel queries (chat, email, social) covering delivery, stock and click‑&‑collect issues. Achieved a 95 % CSAT score by resolving order escalations, refunds and lost‑parcel claims swiftly. Increased First Contact Resolution by 18 % through direct coordination with regional distribution centres and store teams. Trained junior agents on best‑practice communication and issue triage.
Content & Product Specialist
SPRAYWARE LTD
2023-06 - 2024-11
Produced digital content and managed social media campaigns on Meta platforms to boost brand visibility and drive traffic. Created targeted ad creatives that increased sales conversions and website visits. Balanced graphic design duties with campaign performance analysis, delivering weekly KPI reports to senior management. Collaborated with product team to align visual assets with new feature launches.
Client Design Consultant (Freelance)
3D Designing & Prototyping
2022-09 - 2023-12
Managed the full client lifecycle for hobbyist customers, delivering bespoke concepting, design and prototyping services. Utilised advanced CAD and 3D‑printing technologies to produce custom replacement parts and body kits, achieving high client satisfaction. Reduced onboarding time by 25 % through customized Monday.com tracking workflows, accelerating time‑to‑value for new projects. Maintained a portfolio of 22 trade‑show and conference organizer accounts, achieving a 94 % retention rate and 15 % net expansion revenue.
Languages
English
fluent
Last updated: 3 weeks ago