Customer Service Specialist
Lumovy Technology Solutions
Aug 2023 - Dec 2024 (1 year 5 months)
• HubSpot CRM Mastery: Managed the end-to-end customer lifecycle for a diverse corporate portfolio, utilizing HubSpot to automate ticket workflows and ensure 90% data accuracy in contact management.
• Operational Excellence: Maintained a 85%+ SLA (Service Level Agreement) compliance rate by prioritizing high-stakes inquiries and optimizing response times in a fast-paced environment.
• Strategic Communication: Leveraged a BS in English to draft polished professional correspondence and technical documentation, reducing follow-up inquiries by improving clarity and "first-contact resolution" (FCR).
• Conflict De-escalation: Successfully resolved complex billing and service disputes, utilizing advanced negotiation and empathy to t