Professional Summary
I'm a customer service rep with four years handling inbound tickets, live chat, and phone support for Australian e-commerce and SaaS companies. I resolve issues on first contact wherever possible, de-escalate frustrated customers, and I always look for the root cause to prevent repeat contacts. I'm fast on Zendesk and Intercom, I follow brand tone guidelines, and I maintain a 95%+ CSAT score. I'm looking for a brand that cares about doing right by customers.
Skills
Work Experience
Customer Service Rep
AU direct-to-consumer brand • 2021-07 – Present
Handled 80+ tickets/day via email and live chat. CSAT 96%. Maintained knowledge base documentation.
Support Specialist
PH outsourced call centre • 2020-01 – 2021-06
Inbound voice support for an AU telecoms client. Average handle time 4.2 mins.
Certifications
Zendesk Support Administrator
Zendesk • 2022-09
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