Rose O.
🎓 Academy GraduateCustomer Happiness & Community Manager
Compare at US rates $9,600/mo?
AI Experience
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. As Senior Customer Support Specialist & Community Manager, she raised review scores across multiple platforms, including Trustpilot (4.3→4.7), Google (4.1→4.5), and Smart Customer (3.6→4.8). Works hands-on with ChatGPT and Gorgias - the AI Experience section above has the examples.
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
Senior CX Specialist & Community Manager
JLGH · Remote · Feb 2025 - Jun 2026
- Managed 250+ customer inquiries daily across Zendesk, community platforms, and review channels while maintaining a 98% Customer Satisfaction (CSAT) score.
- Resolved complex Tier 2 and Tier 3 escalations involving subscriptions, billing disputes, refunds, cancellations, and technical issues, improving customer retention and reducing repeat contacts.
- Partnered with Product, QA, Engineering, Marketing, and Payments teams to resolve recurring customer issues, contributing to product enhancements and improved customer experience.
- Optimized ticket workflows and prioritization processes, reducing first response time by 30% while maintaining SLA compliance.
- Managed customer engagement across Reddit, Trustpilot, SiteJabber, LinkedIn, Facebook, Instagram, and YouTube, strengthening brand reputation and customer trust.
- Improved Help Center articles and self-service resources, increasing customer self-service adoption and reducing repetitive support inquiries.
- Maintained accurate CRM documentation and customer histories, enabling seamless issue resolution and knowledge sharing across teams.
1st Level Customer Support Specialist
JLGH · Remote · Nov 2024 - Jan 2025
- Delivered high-volume customer support via email and live chat, resolving 95% of inquiries at first contact while consistently exceeding SLA and quality targets.
- Assisted customers with subscription management, billing, account access, and technical troubleshooting, improving customer satisfaction and retention.
- Identified recurring customer issues and collaborated with internal teams to enhance workflows and Help Center documentation.
- Maintained brand voice consistency and high-quality customer interactions across multiple international markets.
Customer Service Executive
NA · Remote · Jun 2024 - Oct 2024
- Led customer onboarding and lifecycle engagement initiatives that increased customer retention by 25%.
- Implemented customer education strategies that contributed to a 30% increase in active users.
- Collaborated with technical teams to resolve customer issues quickly, reducing response time by 20%.
- Built strong customer relationships through proactive engagement, improving product adoption and customer satisfaction.
Customer Support Specialist
a previous company · Remote · Dec 2023 - May 2024
- Delivered customer support and community management services for international businesses, maintaining a consistent 5-star client satisfaction rating.
- Managed online communities across multiple platforms, increasing customer engagement and long-term retention.
- Designed onboarding workflows and CRM processes that improved customer experiences and reduced response times.
- Resolved escalated customer concerns professionally while maintaining exceptional communication standards.
Senior Call Center Agent
EBK · Hybrid · Nov 2021 - Nov 2023
- Handled 60-80+ inbound and outbound customer calls daily, consistently exceeding SLA, quality, and productivity targets.
- Resolved 95% of customer inquiries within 24 hours, improving customer satisfaction and operational efficiency.
- Successfully onboarded 1,000+ customers onto digital banking platforms, increasing digital adoption and self-service usage.
- Investigated and resolved account, payment, transaction, and fraud-related inquiries while ensuring regulatory compliance.
- Maintained accurate customer records and collaborated with internal teams to deliver timely resolutions for escalated issues.
Senior Customer Success Specialist
FA · Hybrid · Oct 2020 - Oct 2021
- Increased customer retention by 40% through proactive engagement and personalized customer success initiatives.
- Converted 35% of prospects into active customers through effective onboarding and relationship management.
- Supported SaaS customers with technical troubleshooting, onboarding, and account management, improving product adoption and customer satisfaction.
- Worked closely with cross-functional teams to identify customer pain points and recommend service improvements.
E-commerce Customer Support Specialist
BC · Remote · Jan 2020 - Dec 2020
- Supported buyers and sellers across Shopify and WooCommerce stores, resolving payment, shipping, fulfillment, and order management issues.
- Assisted merchants with onboarding, account management, and platform navigation, improving customer confidence and platform adoption.
- Processed refunds, transaction disputes, and account-related inquiries while maintaining high customer satisfaction.
- Created SOPs and customer support documentation that standardized support processes and improved team efficiency.
Customer Support & Call Center Specialist
a previous company · Remote · Jan 2017 - Dec 2019
- Delivered high-volume inbound and outbound customer support for HVAC, plumbing, electrical, and home service companies across North America using RingCentral and cloud-based call center platforms.
- Coordinated technician scheduling, dispatch operations, and appointment management, improving response times and ensuring timely service delivery.
- Assisted customers with emergency service requests, estimates, maintenance bookings, billing inquiries, and follow-ups, consistently delivering exceptional customer experiences.
- Maintained accurate CRM records, appointment calendars, and customer communications, improving workflow efficiency and ensuring seamless coordination between customers and field technicians.
- Built strong customer relationships through proactive communication and issue resolution, contributing to a 30% increase in repeat business and long-term customer retention.