Mercy R.

With over a decade of experience supporting clients in the US, I bring a wealth of expertise to the table as a customer service professional. I don't just operate as a frontline support representative 👩🏽‍💻; I am committed to orchestrating a well-organized, efficient, and customer-focused support team 📈🦾. I specialize in providing immediate solutions tailored to your needs, covering customer issue resolution via email 📨, chat 💬, and phone 📞. My support enablement skills encompass a wide array of services, including: ✨ New Hire Onboarding ✨ Continuous Training and Development ✨ Training Needs and Customer Feedback Analysis ✨ Process Improvement and Optimization ✨ Quality Assurance and Quality Auditing ✨ Knowledge Base Management ✨ Cross-functional collaboration for Workflow Simplification In addition, I excel in team management, overseeing: ✅ Performance Monitoring and Goal Setting ✅ Workload Distribution ✅ Escalation Handling ✅ Feedback and Coaching ✅ Conflict Resolution Tools Used: ⚙️ Salesforce ⚙️ Zendesk ⚙️ Kustomer ⚙️ Gorgias ⚙️ Shopify ⚙️ Ada AI ⚙️ Google Suite ⚙️ Microsoft Office ⚙️ Meta Business Suite If you're seeking a versatile and seasoned professional who not only resolves immediate customer issues but also enhances your support operations across the board, let's connect. I'm dedicated to driving excellence in customer service through a holistic approach. 🚀