Customer Support Specialist

Apr 2015 - Present

Resolve high-volume client and designer inquiries via email, LiveChat and social media consistently meeting strict response time and quality KPIs. Prevent revenue loss by negotiating creative solutions for refund requests, ensuring successful project completion. Exceed monthly sales targets and productivity quotas through proactive identification of upselling opportunities.

Client Service Executive

Jun 2014 - Apr 2015

Managed premium accounts, focusing on client retention, attending meetings and conducting product demos for new users. Liaised between clients and operations departments to resolve tier 1 inquiries and process applicant disputes efficiently. Ranked Top 3 Client Service Executive (Feb 2015) and achieved the second highest score for Product Certification.

Senior Content Customer Support Specialist

Apr 2013 - Mar 2014

Targeted a 30-minute turnaround for service requests via Siebel CRM, providing second-level support for global product content. Verified key information for global buy-side and sell-side firms through rigorous data research and phone verification. Conducted breach analysis and internal quality monitoring to ensure strict adherence to data processes.

Content Customer Support Specialist

Jul 2008 - Mar 2013

Targeted a 30-minute turnaround for service requests via Siebel CRM, providing second-level support for global product content. Verified key information for global buy-side and sell-side firms through rigorous data research and phone verification. Conducted breach analysis and internal quality monitoring to ensure strict adherence to data processes.

Research Analyst – Profiles Content

Mar 2005 - Jul 2008

Verified key information for global buy-side and sell-side firms through rigorous data research and phone verification. Conducted breach analysis and internal quality monitoring to ensure strict adherence to data processes.