Marvelous ( Formerly Namastream ) April 2020 - July 2025 Customer Service Manager | Chat and Email Support - Led a team of 3–5 support agents, maintaining 95–98% CSAT scores, which strengthened customer loyalty and repeat business. -Authored and maintained 170 new help articles that were used by both agents and -subscribers allowing agents to focus on critical chats. -Created new macros which helped maintain a response time of below 3 minutes and allowed agents to easily handle 5 chats at a time. -Created internal reference documents reducing the time it took for agents to verify and ask developers about rare issues. -Freed up the COO’s schedule by tracking payroll, agent scheduling, processing refunds, updating customers’ subscriptions allowing her to focus on marketing and product improvements. -Documented customer feedback and liaised with developers which resulted in new features being added on the site and driving new subscribers to the site. -Created bug reports by providing documentation such as screenshots and videos. This resulted in hotfixes and updates being released within 24-48 hours. -Tested and provided feedback on upcoming releases that triggered improved versions of new features reducing bugs and follow up work. -Reached out to customers for feedback and reviews which were used in marketing newsletters and increased sales. -Tracked metrics through Intercom and Google Sheets providing feedback to support agents and management. Lift and Rise July 2018 - March 2020 Customer Service Lead | Chat and Email Support -Lead a team of 2 and achieved a near perfect CSAT score increasing repeat customers. -Created new processes with the fulfillment team resulting in nearly zero issues when it comes to shipping due to incorrectly entered addresses by customers. -Created sheets to track metrics such as CSAT, refunds, re-sends, and exchanges allowing refunds to be processed strategically. -Learned and introduced macros for use in Gorgias which helped cut the response time to below 5 minutes and kept inbox zero. Student Universe February 2015 - July 2018 Queues Management | Phone Support -Created the department manual that reduced training from 2 months to 1 allowing cross hires to immediately address schedule changes. -Researched airline policies which quickly reduced resolution time to within 24 hours. -Created an airline spreadsheet that detailed airline policies and processes reducing ticketing’s collaboration with Queues Management. -Initiated a tracker for endorsed tickets ensuring a 100% resolution to airline schedule changes and letting agents focus on high priority tickets. -Advocated for the use of airline sites and policies to address schedule changes and irregular operations further reducing resolution time. -Introduced the use of Gorgias’ extension which led to the helpdesk quickly advising customers on any sudden changes to flights and increased the emails being sent out. -Tracked down an issue with Air China - one of our popular carriers that resulted in the call center finally able to re-open communications with the airline through email.