Key responsibilities and achievements: — I have successfully built and now manage a team of 6 members, fostering a collaborative and high-performing work environment. — Created a transparent onboarding process for the new employees. — Took ownership of creating and maintaining both internal and external documentation, ensuring streamlined processes and consistent communication. — I cultivate strong relationships with various departments to bridge gaps and enhance customer satisfaction. — A key aspect of my role involves effectively communicating customer needs to product and development teams, contributing to the improvement of products and services. — I developed and implemented comprehensive reporting systems to track team performance and customer satisfaction metrics. — Additionally, I facilitate demo sessions for customers and built a customer onboarding process, ensuring a seamless and positive experience.

— I carefully listened to customer concerns, diagnosing and resolving basic technical problems. — Conducted use-case-tailored demo sessions for the existing customers and leads. — Effectively communicated technical information in easily understandable terms to non-technical customers. — Kept track of customer inquiries and issues, maintaining accurate records, and ensuring timely follow-up and resolution. — Demonstrated a strong understanding of the company's products or services to effectively address customer questions and concerns.

— I worked on identifying and resolving technical issues or errors experienced by customers by diagnosing the problem and guiding users through solutions. — Interacted with customers through phone and email to provide timely and accurate assistance. — Improved internal and external documentation. — Worked closely with internal teams such as product development, engineering, and customer success to communicate customer issues to gather valuable feedback for product improvement.

— I designed and developed engaging and effective lesson plans that cater to the language proficiency and learning needs of students. — While conducting ESL classes, I was focused on all language skills including reading, writing, listening, and speaking to create a supportive and interactive learning environment. — I was using various methods such as tests, assignments, and informal assessments to evaluate students' language abilities and progress through.

— Engaging with customers through email, chat, or social media to assist with their inquiries or feedback. — Providing support to customers in the booking process, including assisting with app navigation, resolving booking issues, and answering questions about available services or vehicle types. — Addressing and resolving customer complaints related to service delivery, driver behavior, billing discrepancies, and other issues in a prompt and professional manner. — Assisting customers with fare estimation, providing information on pricing, promotions, and discounts, and addressing billing-related queries.

— I was responsible for communication with customers through various channels such as phone, email, or chat to provide initial assistance and troubleshoot technical issues. — Resolved basic technical problems, or escalated more complex issues to higher support tiers as needed. — I focused on maintaining the unique Rocketbank tone of voice in every conversation. — I improved employee onboarding guides and became a mentor.

Management, Project management

Media and Design, Journalism