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Customer Service Executive focused on customer success. Developing the strategies based on detailed feedback analysis and customer behavior research to deliver a fantastic user experience to the customer.
Февраль 2017 — По настоящее время (3 года и 6 месяцев)
- Built product knowledge base and all-time-zones covering support center from the ground up.
- Organized the international support team to cover all time zones audience; Achieved really short response time and increased customer satisfaction rate.
- Built Healbe Customer Help Center as a self-help troubleshooting platform, with constantly updating short articles and step-by-step guides.
- Created Manual and FAQ content; Build the product knowledge base with more than 500 tagged short replies based on user experience researches.
- Engaged in on-boarding content creating and developing.
- Reorganized Customer's Feedback Reporting; Constantly analyzing relationships between product development, marketing strategy, and user experience.
- Built the common logistic and accounting platform to track the whole lifecycle of a product;
- Working closely with Customer Success to create and maintain an enterprise-grade experience across all touch-points of the customer lifecycle.
- Leading, inspiring, and motivating the team;
- Maintaining a strong understanding of Healbe production and the value we are delivering to our customers.
- Identifying opportunities for improvement in processes and quality standards to ensure customer satisfaction, customer loyalty, and overall team productivity.