Operations & Process Management:
* Developed and implemented an operations strategy that reduced operational costs by 27% at Garment Clineeque Limited.
* Manage daily operations activities, contract administration, business development, and client account management, ensuring seamless service delivery and sustained client relationships.
* Delivered 98% operational efficiency across two branch locations, overseeing vendors, inventory, logistics, and staff development.
* Maintained 99% plant uptime and drove a 50% reduction in unplanned outages through structured process coordination and preventive maintenance planning.
Customer Success & Support:
* Achieved 94% CSAT score and contributed to a 25% reduction in user churn through proactive retention strategies and full customer journey ownership.
* Resolved 500+ support tickets with consistent quality, maintaining SOPs and documentation adopted as team standards.
* Fluent in English with a demonstrated ability to provide timely, empathetic responses across chat, email, and video channels.
* Experienced in B2B & B2C client relations, tailoring service experiences to individual needs, delivering product information and pricing guidance to support informed decision-making.
Tools, Systems & Communication:
* Proficient in HubSpot, Freshdesk, Intercom, Zendesk, Trello, Asana, Slack, Microsoft 365, and Google Workspace.
* Strong cross-cultural communication skills, effective across remote and in-person settings with diverse international clients and teams.
* Skilled in maintaining compliance, data confidentiality, and security standards across all client and operational interactions.
* Certified in International Customer Service Management, Cloud Computing, Data Tools & Microsoft 365, IT Support, and Health & Safety.
Remote-ready | GMT+1 | Available immediately | Committed to continuous professional development
