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Florida V.
✨ Newly Added🎓 Academy GraduateReal-Time Analyst
Kenya3+ years experienceAvailable now$2,000/mo
Compare at US rates $6,000/mo?
Notable Highlight
Real-Time Analyst who drove CSAT and SLA improvements for international D2C brands including Vacasa, Hudson's Bay, and Shipt through proactive customer engagement and team coaching.
Experience Summary
Customer Success Specialist and Real-Time Analyst with 3+ years of experience optimizing retention and satisfaction for D2C e-commerce brands. Skilled in SLA/STR management, CSAT improvement, churn prevention, and real-time team coaching. Background in Economics and Financial Analysis.
Key Achievements
- 3+ years of experience in customer success, retention, support, and real-time performance analysis.
- Supported international brands including Vacasa, Hudson's Bay, and Shipt for U.S.-based customers.
- Coached customer support agents on customer-centric communication to improve CSAT and first-contact resolution.
- Monitored real-time team performance, identified at-risk interactions, and ensured SLA compliance.
- Shared hourly performance insights with stakeholders to drive continuous improvement in customer experience.
- Monitored Staffing to Requirement (STR) to maintain responsive customer support coverage.
- Managed high-value customer concerns with focus on retention and long-term relationship building.
- Supported customer onboarding, product education, and proactive engagement to reduce churn.
- Handled WISMO inquiries, refunds, exchanges, and delivery delays for Baby Boo using Gorgias and Shopify.
- Used Gorgias macros, sentiment tags, and Shopify data to personalize customer responses.
- Assisted with insurance policy issuance, administration, and renewals at SDS.
Skills
GorgiasShopifyZendeskKustomerSlackGoogle SheetsMicrosoft ExcelCRMSLA MonitoringSTR ManagementCSAT reportingTicketing SystemsCustomer RetentionChurn PreventionOnboardingComplaint Resolution
Work Experience
Real-Time Analyst
CK · Feb 2025 - Present
- Monitor team performance real-time to ensure customer success metrics and SLAs are met, identifying at-risk interactions.
- Coach agents on customer-centric communication to improve CSAT and first-contact resolution.
- Share hourly performance insights with stakeholders to drive continuous improvement in customer experience.
- Ensure Staffing to Requirement (STR) is met to maintain responsive customer success coverage.
Customer Success Representative
BBDCECB · Jan 2026 - Jun 2026
- Deliver customer success for D2C e-commerce brand servicing US market via Gorgias + Shopify.
- Proactively resolve WISMO, refunds, exchanges, and delivery delays-focused on retaining customers and encouraging repeat purchase.
- Use Gorgias macros, sentiment tags, and Shopify data to personalize responses and anticipate customer needs.
- Build rapport with customers to improve loyalty and maintain high CSAT on high-volume shifts.
Customer Success Agent
CK · Mar 2023 - Feb 2025
- Manage customer relationships for portfolio of international brands including Vacasa, Hudson's Bay, and Shipt for US-based clientele.
- Provide proactive customer success support-onboarding guidance, product education, and issue resolution to drive retention and reduce churn.
- Handle high-value customer concerns with empathy, turning negative experiences into retained, loyal customers.
- Maintain high CSAT while meeting SLAs and documenting customer journey in CRM.
Insurance Intern / Insurance Agent Assistant
SDS · Feb 2022 - Jan 2023
- Interact with clients and policyholders answering insurance inquiries.
- Assist in processing and administration of policies including issuing policies and renewals.