Years of experience: 19
ITFinanceStudentHREngineerSports
Trust Score
Highly reliable; strong professional involvement.
Monica's Career Path
Jun. 2023 -Jan. 2024
ShipheroBilling Specialist
United States · Remote✅ Implemented a proactive approach to customer complaint management, achieving a 40% reduction in average ticket resolution time. This strategy not only enhanced customer satisfaction but also led to a 25% decrease in the rate of recurring complaints.
✅Managed customer inquiries on refunds and credits through the Stripe portal, enhancing the returns experience and maintaining high customer sa...
Jan. 2023 -Jun. 2023
ShipheroCarrier Claim Specialist
United States · Remote✅Cut the pending ticket queue by 100% in 2022, from 458 unresolved tickets to just 120 awaiting responses, showcasing exceptional problem-solving and management skills.
✅ Efficiently managed lost/damage claims for orders shipped by carriers, significantly improving the speed of resolution and customer satisfaction.
Sep. 2022 -Dec. 2022
ShipheroAccount Coordinator
United States · Remote✅ Improved on-time delivery by 90% in one quarter, leading coordination with the warehouse team to expedite backorders, which increased customer satisfaction and reinforced confidence in our service.
✅Received an award for Best Account Coordinator of the Year 2022 for my outstanding contribution to the growth and success of the company.
✅ Responsible for giving customers support by Zendesk ti...