Sara A

• Responsible for correspondence including memos, reports and writing of letters; filing and emailing • Verify, prepare and distribute spreadsheets or reports on collection activity, audit status and processing as instructed • Maintain an ongoing knowledge and familiarity of periodic updates of the Funds Discrepancy/Delinquency procedures • Investigates differences between Funds records and information provided by the employer, auditors and outside legal teams • Verify accuracy of calculations, postings of statistical data and makes corrections to the system of record according to the Funds Collections Policy • Direct employer outreach through mailed correspondence, email, or phone calls with the initiative of obtaining information regarding collections, updated roster/demographics information or employer training

• Handled daily escalations with ease and empathy • Answered tickets and chats efficiently through Zendesk • Worked with the following systems: Zendesk, Prima, Magenta, Rebound, Teams, OneNote • Created orders over the phone and processed returns as well • Managed a wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently • Addressed customer concerns, demonstrated empathy and resolve problems on the spot

• Responsible for execution of ticket management through After Sales system, ensuring department SLAs are met through timely management and monitoring of tickets through the full life cycle • Resolve client product concerns by determining the cause of the problem and leveraging policy, tools, and resources to provide the best solution • Develop expert product knowledge, service offerings and understanding of brand policies & procedures to deliver immediate feedback & solutions • Acted as client support-system and single point of contact through client journey, delivering the luxury experience through timely & proactive follow ups • Responsible for receiving client post-purchase inquiries via phone & email through all channels, and deliver responses in a clear, professional, and timely manner • Utilize Salesforce and internal systems to accurately track all client touch points, providing end-to-end support to clients & retail through full life cycle of the ticket & case journey

• Assist clients on order-on-line • Follow up on orders and keep up with customers and retail • Managing ongoing customer relationships utilizing CRM tools Supported customers and online shoppers through e-commerce platforms • Exceeded expectations regarding customer service, high score every week • Being a primary contact for customer inquiries about our products and brands Provide well-informed answers to customer phone, chat and emails inquiries regarding products • Follow up on all customer requests to ensure the brand provides the highest level of customer service in the industry

• Handled tickets, received inbound calls, and answered chats through Zendesk •. Communicated with team in all channels via Slack efficiently • Worked with Salesforce to further investigate any issues involving customers' accounts • Provide thoughtful technical and product support to those of varying technical fluencies. • Handled billing questions with care regarding payments, refunds, and monthly/yearly billing • Compare, analyze, qualify, and escalate customer requests to appropriate teams or individuals. • Worked with systems like Photoshop, Sketch, Freehand, DSM, and Craft to look into customer's issues • Diagnose and troubleshoot technical issues and discover creative methods to resolve customer issues. • Worked closely with Enterprise accounts and answered questions immediately via email, phone, and live chat • Project work that may include developing and maintaining internal and customer-facing documentation, writing macros, performing data migration tasks, developing training to prepare for new feature releases, or other projects that would benefit our customers and Customer Support team

• Built FAQs page for the official website • Supported customers with escalated inquiries through to resolution •. Handled customer’s orders, refunds and transactions via Shopify • Created a claims log through Excel that managed any common issues with customers • Maintained clear and open communication with the management team • Created customer playbook for new customer care representatives • Built and maintained strong professional relationships across all departments • Assess and recommended customer experience process and optimization of CRM • Built and maintained strong professional relationships with the management team • Navigated the Gorgias ticketing system where tickets are answered as well as macros & tags are created • Provided outstanding service to our online customers with a warm and empathetic approach in line with the Rebdolls brand and voice across all platforms • Met and strived to exceed individual and team Customer Experience KPI's and targets • Responded to customer inquiries across all platforms, fulfill end to end customer service • Worked alongside peers to ensure necessary cover is allocated to tasks to ensure business goals are always achieved