Embedded Files
Simple Webware Solutions
In my current role, I provide dedicated support to a software developer, overseeing the three accounting SaaS platforms he designed. Each platform is tailored for professionals in a specific industry.
My duties entail actively monitoring the support inbox for each platform and promptly addressing user inquiries encompassing account management, billing inquiries, and technical challenges.
Leveraging my analytical skills, I research and troubleshoot customer issues, seeing them through to resolution, or when necessary, escalating them to ensure timely and effective solutions.
Additionally, I collaborate closely with the developer to identify trends and implement proactive measures to enhance user experience and platform functionality.
My client also tasked me with a social media management project and some content creation projects.
I managed the Facebook, Instagram, and LinkedIn profiles for two of the platforms
This entailed:
Optimizing the profiles for the social media channels
Creating a social media strategy
Creating graphics for posts
Writing copy for posts
Scheduling the posts in Meta Business Suite and Buffer
Tracking metrics
Engaging with followers
I revised the tutorial videos from all three platforms to add them to their corresponding YouTube channels.
This entailed:
Creating intro videos in Canva
Creating Outro videos in Canva
Editing the tutorial videos together with their matching intros and outros in Canva
Optimizing the title of each video
Optimizing each YouTube profile
Uploading the completed videos to the YouTube accounts
I repurposed some of the website content to write blog articles for the sites Learning Center.
ModSquad, Inc. is a provider of digital engagement services, offering tailored solutions to businesses seeking to optimize their online presence and customer interactions. With a global network of over 10,000 skilled moderators, content creators, and customer support specialists, ModSquad allows brands to connect with their audiences across various digital platforms. By leveraging technology and an understanding of digital trends, ModSquad enables companies to build relationships with customers, drive growth, and foster brand loyalty in today's digital landscape.
As a seasoned Mod, I delivered exceptional performance across numerous projects, catering to diverse brands and clients with varying support needs, spanning phone, email, and live chat assistance. I navigated through different support channels, providing comprehensive assistance tailored to each client's unique requirements and preferences. Whether it was phone support, email correspondence, live chat interactions, or a combination of these, I consistently ensured superior service delivery to effectively meet customer needs and client expectations.
Throughout my time with ModSquad, I contributed to a wide array of projects, including:
Delivering top-tier phone, email, and chat support, including handling account inquiries, billing concerns, order processing, and technical troubleshooting for a movie service app.
Providing email support for a streaming service, ensuring seamless customer experiences during a special pay-per-view event.
Offering comprehensive support on a multi-client project to a wide range of brands, spanning rideshare services, insurance agencies, streaming platforms, IT firms, and e-commerce ventures, encompassing both customer assistance and technical troubleshooting.
Conducting outbound calls to educators, offering assistance and follow-up support for online class cancellations or rescheduling, and fostering positive relationships.
Providing phone support for a state visitor’s bureau and their leading satellite, internet, and phone company, addressing various inquiries and issues to uphold customer satisfaction.
Managing phone and email support for a reputable e-commerce client specializing in gluten-free and allergen-free foods, handling coupon requests, quality assurance escalations, and product-related inquiries.
Assisting customers of a rideshare service app via phone and chat support, ensuring swift resolution of queries and concerns to enhance user experience and brand loyalty.
Providing Tier 2 email and phone support for a health coaching service and smartphone app, addressing user inquiries, troubleshooting app functionality, and facilitating smooth account management processes.
Managing social media moderation duties for the Facebook account of an exercise equipment company, maintaining a positive online presence, and fostering community engagement.
Providing email support for a large online film and video platform, delivering technical and billing assistance to customers. I processed service cancellations and refunds and utilized troubleshooting skills to address trending customer issues.
Providing email support and data entry for a software platform for property leasing agencies.
Managing donation requests for a company specializing in automating charitable donation matching between employees and their employers.
Providing email support for a global commercial digital library subscription service processing refunds, subscription cancellations, password resets, and addressing inquiries regarding newsletters.
SimplrFlex is a provider of flexible customer service solutions, offering on-demand support for a diverse range of businesses. Through a network of skilled remote agents, SimplrFlex assists companies in delivering customer experiences across various channels.
Their platform allows businesses to scale customer support operations efficiently while maintaining high standards of service quality. With a commitment to skill and responsiveness, SimplrFlex helps organizations streamline customer interactions and drive growth in today's marketplace.
As a Customer Service Expert at SimplrFlex, I excelled in delivering exceptional email and live chat support across a diverse range of e-commerce clients, including SaaS companies, mobile apps, and online retailers spanning various industries such as clothing, electronics, nutrition, beauty, and home decor.
My responsibilities included providing prompt assistance with order statuses, tracking information, and product details, as well as offering expert guidance on sizing, options, and troubleshooting.
I also managed returns, exchanges, replacements, and refunds, ensuring seamless customer experiences and satisfaction across multiple platforms and product categories.
Google Sites
Report abuse