Customer Experience Associate

Enhanced customer satisfaction by providing exceptional service, resolving inquiries, and improving overall customer journey. Orchestrated CRM and Omnichannel procurement to optimize customer journey, ensuring seamless experience and fostering medium-touch flow in customer interactions

• Systematically identified and monitored customer journeys across touchpoints, interactions, transactions, and engagements

• Collaborated with product, sales, and marketing teams to mitigate gaps in customer experience

• Conducted functional testing to assess feature usability prior to mass launch

• Executed NPS, market, and product research to analyze customer feedback

• Proactively identified churn risks and engaged in retention negotiations

Farmacare - SaaS for pharmacies

Customer Satisfaction Improvement

Improved customer satisfaction scores through exceptional service delivery

• 95% satisfaction rating

• 500+ resolved tickets

• Average 5-min response time

July 2022 - April 2023

Tools & Platforms:

• CRM

• Google Suite

• Jira

NPS Handling and Feedback Collection

Managed Net Promoter Score surveys and collected customer feedback for continuous improvement

• Analyzed NPS trends and customer sentiment

• Implemented feedback-driven improvements

• Increased response rates by 35%

Customer Retention Initiative

Implemented strategies to improve customer retention and loyalty

• Maintained churn rate below 20%

• Positive feedback increase

• Repeat customer growth

User Training Programs

Conducted training sessions to improve user technical proficiency and customer satisfaction

• 100+ users trained

• Reduced repeat issues

• Increased user confidence