Rose O.
✨ Newly AddedCustomer Happiness & Community Manager
Notable Highlight
Improved customer experience metrics by increasing CSAT from 84% to 95% within three months through Zendesk automation, AI-assisted workflows, and knowledge base enhancements.
Experience Summary
Rose has 8 years of experience in customer service, social media engagement, community moderation, and e-commerce support across e-commerce, banking, SaaS, and subscription-based businesses. She managed customer interactions across social platforms while balancing customer satisfaction and brand positioning. Her responsibilities included responding to comments and direct messages, resolving negative reviews, monitoring tagged content, escalating customer feedback to internal teams, supporting content planning, and managing order-related concerns. KEY SKILLS: - Managed high-volume customer interactions across LinkedIn, Instagram, Facebook, TikTok, YouTube, Reddit, Trustpilot, and Google. - Used Sprinklr to moderate and manage multi-platform social engagement workflows. - Proficient in Meta Business Suite for handling Facebook and Instagram comments, reporting, and platform monitoring. - Zendesk experience including support operations, automations, AI-assisted replies, CSAT tracking, and help center article updates. - Shopify-based e-commerce experience covering order placement, order management, exchanges, refunds, returns, and cancellations. - Collaborated cross-functionally by escalating customer feedback through Slack to product, marketing, and content teams. - Used customer feedback, engagement metrics, CSAT, NPS, churn rate, and Google Analytics to improve service quality and brand perception. INDUSTRIES WORKED WITH: - E-commerce - Banking - SaaS - Subscription-based business - Customer service, community moderation, social media engagement TOOLS & TECHNICAL SKILLS: - Sprinklr - Meta Business Suite - Zendesk - Shopify - Slack - Google Analytics - CSAT tracking - NPS tracking - Churn rate monitoring - Social media moderation - Community management - Customer support automation - Help center article management - Order management and resolution
Key Achievements
After joining her most recent company in November 2024 as first-level support, she improved the CSAT score from 84% to 95% within three months by implementing automation processes in Zendesk, enhancing AI-assisted fast replies, and strengthening help center content for repetitive customer questions. These changes reduced response times from up to 48 hours to 24-hour turnaround. Following promotion to Senior Customer Support Specialist and Community Manager, she improved review scores across key platforms: Capterra from 3.6 to 4.8 stars, Trustpilot from 4.3 to 4.7, and Google from 4.1 to 4.5 in less than one year.
Skills
Work Experience
Customer Happiness & Community Manager
JLGH · Remote · Feb 2025 – Apr 2026
- Managed 250+ customer inquiries daily across Zendesk, community platforms, and review channels while maintaining a 98% Customer Satisfaction (CSAT) score.
- Served as the primary escalation point for complex customer concerns involving subscriptions, billing disputes, refunds, account management, cancellations, and technical troubleshooting.
- Delivered personalized customer experiences that strengthened customer loyalty, improved retention, and increased brand advocacy.
- Collaborated with Product, QA, Content, Engineering, and Payments teams to resolve Tier 2 and Tier 3 customer issues and improve customer outcomes.
- Reduced first response times by 30% through workflow optimization, ticket prioritization, and proactive customer communication strategies.
- Managed customer engagement across Reddit, Trustpilot, SiteJabber, LinkedIn, Facebook, Instagram, and YouTube.
- Identified recurring customer pain points and provided actionable insights that contributed to product enhancements and operational improvements.
- Improved Help Center content and self-service resources, reducing repetitive inquiries and increasing self-service adoption.
- Maintained comprehensive CRM documentation, escalation records, customer histories, and resolution tracking.
- Supported customer retention initiatives by proactively addressing concerns and delivering customer-centric solutions.
Customer Support Specialist
JLGH · Remote · Nov 2024 – Jan 2025
- Resolved 95% of customer inquiries at first contact while consistently meeting SLA, quality assurance, and productivity targets.
- Delivered high-volume email and live chat support to customers across multiple global markets and time zones.
- Assisted customers with subscriptions, billing concerns, account access, technical issues, and platform navigation.
- Maintained exceptional quality standards and brand voice consistency across all customer interactions.
- Documented recurring customer concerns and collaborated with internal teams to improve support workflows.
- Contributed to Help Center improvements and knowledge base updates.
- Supported customer retention initiatives through proactive communication and issue resolution.
Community & Customer Success Executive
NA · Remote · Jun 2024 – Oct 2024
- Increased customer retention by 25% through proactive engagement, onboarding programs, and customer success initiatives.
- Contributed to a 30% increase in active users through customer education and lifecycle management.
- Served as a liaison between customers and technical teams.
- Reduced response times by 20% while improving customer satisfaction and engagement.
- Assisted customers throughout onboarding, adoption, and renewal lifecycle.
- Delivered personalized customer experiences that strengthened loyalty and advocacy.
Customer Service & Community Manager
Fiv. · Remote · Dec 2023 – May 2024
- Delivered customer support and community management services to international clients.
- Maintained a consistent 5-star client satisfaction rating.
- Managed multiple online communities while increasing customer engagement and retention.
- Assisted clients with customer support workflows, onboarding programs, CRM management, and community engagement strategies.
- Handled escalations and service requests while maintaining exceptional communication standards.
Customer Service Specialist
EB · Hybrid · Nov 2021 – Nov 2023
- Improved customer satisfaction by 25% through service process improvements and proactive support.
- Successfully onboarded 1,000+ customers onto digital banking platforms.
- Resolved 95% of customer concerns within 24 hours.
- Handled high-volume customer interactions across branch, phone, digital, and self-service channels.
- Managed escalated customer concerns and collaborated with internal departments.
- Maintained accurate customer documentation and compliance requirements.
- Supported customer retention and relationship management initiatives.
Community & Customer Success Specialist
FA · Hybrid · Oct 2020 – Oct 2021
- Increased customer retention by 40% through proactive engagement and customer success initiatives.
- Converted 35% of prospects into active customers.
- Supported SaaS customers with troubleshooting, onboarding, account management, and customer success activities.
- Worked closely with customers to improve product adoption and satisfaction.
E-commerce Customer Support Specialist
BC · Remote · Jan 2020 – Dec 2020
- Supported buyers and sellers through Zendesk and Intercom across e-commerce marketplaces and online stores.
- Assisted merchants with Shopify and WooCommerce onboarding, account management, and platform support.
- Resolved payment, checkout, shipping, fulfillment, and order management concerns.
- Processed customer inquiries related to refunds, account issues, product concerns, and transaction disputes.
- Created customer support documentation, SOPs, and process guides.
Customer Service & Community Manager
Upw. · Remote · Jan 2017 – Dec 2019
- Managed 100+ client accounts across North America, Europe, and Africa.
- Built and managed online communities that improved customer engagement and long-term retention.
- Increased repeat business by 30% through proactive communication and relationship management.
- Supported onboarding, account management, customer success, and community growth initiatives.