Shakeria Yorke

• Successfully guided new clients through the onboarding process, providing detailed assistance with orders, pricing, and product setup using FreshDesk CRM.

• Designed and improved customer workflows to ensure a smooth transition into the platform, reducing time to value for new clients.

• Provided proactive support to customers, addressing inquiries, resolving issues, and suggesting upsell opportunities to enhance user satisfaction.

• Collaborated with team members to manage escalations and create streamlined solutions for recurring customer pain points.

• Assisted clients with vacation bookings and existing reservations, tailoring solutions to their specific needs.

• Educated clients about service offerings to ensure a successful onboarding experience and satisfaction.

• Maintained high standards of customer communication to drive loyalty and repeat bookings.

• Assisted customers via phone with account management, product inquiries, and order placements.

• Provided onboarding support to new clients, ensuring they understood product features and services.

• Resolved escalated issues efficiently, maintaining high customer satisfaction levels.

• Guided clients through the onboarding and booking process, creating seamless and personalized vacation experiences.

• Delivered exceptional customer service during and after the onboarding phase, contributing to high customer retention.

• Collaborated with teams to troubleshoot and resolve client issues promptly.

• Played a key role in launching a new campaign, part of the first batch of trained team members.

• Assisted customers with order issues via email (Zendesk), chat sessions, and social media platforms, ensuring timely and accurate resolutions.

• Promoted to Tier 2 Team Lead, mentoring and supporting new team members for a smooth onboarding process and consistent quality standards.

• Assisted telecom customers with onboarding processes, including account setup and service education.

• Delivered clear, actionable information to ensure customers utilized services effectively.

• Resolved escalated inquiries efficiently, ensuring smooth resolutions and satisfaction.