• Resolved 95% of customer inquiries within 24 hours using Zendesk, enhancing customer satisfaction by 30%.
• Managed a ticket backlog of over 500 cases, improving response time by 40% through efficient prioritization.
• Optimized customer support workflows in Jira, reducing resolution time by 25% and increasing team productivity.
• Trained 10 new support agents on problem-solving techniques, leading to a 20% decrease in escalated issues.
• Implemented time management strategies that improved team efficiency, resulting in a 15% increase in customer retention.
