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Work Background
Self-employedVirtual Assistant
Apr. 2025
BSNAPPS.COMCustomer Success Analyst, Data Science and Service Delivery
Nov. 2021 - Dec. 2023Brisbane, Queensland, Australia• Served as the first point of contact for client inquiries and technical concerns, ensuring timely resolution and a positive customer experience.
• Built and maintained long-term client relationships by aligning product value with business goals, conducting regular check-ins, and maintained regular communication.
• Collaborated closely with Customer Success Managers, CS team, and the Engineering team to communicate client needs, feedback, pain points, and contribute to ongoing product improvements.
• Accurately logged and documented client inquiries, support tickets, and feature requests in a structured ticketing system, ensuring clear prioritization and consistent follow-up until resolution.
• Investigated and troubleshoot client-reported issues by replicating errors, analyzing product behavior, conducting root cause analysis to identify underlying problems, and collaborating with Engineering to deliver timely and effective resolutions.
• Performed thorough manual QA testing of new features and enhancements, including functional, regression, assisted UAT, and post-production testing, to validate functionality and usability before live production release.
• Documented clear test cases and accurately reported bugs with detailed descriptions of reproduction steps, expected vs. actual outcomes, and supporting evidence, enabling Engineering team to replicate and resolve issues effectively.
• Trained new team members across CS and Engineering teams on product features, workflows, and best practices in client communication and issue resolution, helping to build a collaborative and high-performing team.
• Created and maintained user-friendly knowledge base articles to support end-users navigate product features and updates.
• Created custom analytic reports based on specific client requirements and delivered tailored product demos to prospective clients.
BSNAPPS.COMCustomer Success Data Analyst Intern
Jul. 2021 - Nov. 2021Brisbane, Queensland, Australia
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