• Collaborated with a range of customers and used Product Expertise to handle 40-50 complex cases a day through chat, email and video call, helping with tackling 5000 tickets each month while maintaining prompt first response times

• Mentored customers on how to use the product towards their goals by explaining technical concepts in non-technical terms with clear, empathetic communication, reducing return calls each week by 10% and maintaining product adoption and customer retention

• Helped to update the customer-facing knowledge base, internal documentation, and AI chatbot responses with new Product Knowledge, deflecting about 15% of recurring ticket queries and helping team members resolve issues faster.

• Triaged urgent tickets, set timeframes for solutions with clients, and worked cross-functionally with internal stakeholders such as Customer Success, Sales and Engineering while keeping clients updated and suggesting workarounds in the process

• Taught myself to handle administrative changes on client accounts usually handled by the BackOffice department, which cut down solution time for many of our clients by 24-48 hours

• Used AI support agents Glean and Fin to investigate the root cause of issues, research abstract ideas, and put solutions together efficiently

• Collaborated with Product team by analyzing user feedback, identifying recurring customer trends and quantifying top pain points for working on feature product roadmap decisions

• Became one of the company’s top performing agents by becoming rated 100% in Customer Satisfaction (CSat) for multiple months

• Practiced and applied programming technologies such as TypeScript, Python, Javascripts, APIs and ULKit CSS framework within tight deadlines, highlighting a strong ability to learn and apply knowledge effectively.

• Used SQL Query in DBeaver to research data in my databases to debug issues with APIs I’ve built for Full Stack Projects

• Used Postman in order to troubleshoot and debug my APIs

• Collaborated with a team of 4 developers to build a CRUD application integrating third-party APIs, demonstrating the ability

to work with complex systems and modern tech stacks.

• Developed 3 full-stack projects utilizing React for the frontend, Flask for the backend, and SQLAlchemy for database

• Became an expert on the Everlaw platform through quick learning to respond to 60 - 75 individual client inquiries per day on Zendesk through e-mail, phone and screensharing in Zoom, tending to wide range of user personas

• Enjoyed coaching users with clear, empathetic communication on ways to use our platform, such as preparing and sorting their documents, using Reg-Ex for searches, and putting the documents in a Production to be delivered to opposing legal council

• Set timeframes for solutions with clients, prioritized urgent tickets and worked cross-functionally with other teams such as Customer Success, Product and Engineering to resolve issues

• Exercised Analytical Thinking and Problem-Solving for client inquiries by researching within internal documentation with Confluence, Zendesk ticket history, Salesforce, Asana and other technologies

• Reproduced technical issues on Everlaw’s test platform to get to root cause of client issue

• Provided over-the-top, extra mile service for clients in cases such as promoting new features for the platform on a client’s behalf and providing full walkthroughs of the Everlaw platform to make sure clients were able to use it proficiently

• Participated in team meetings in order to discuss important client issues and solutions that agents may have encountered in order to build knowledge and strategy amongst the team for assisting clients ahead of time

• Discussed product bugs specifically with our Engineering team through Project Management Software such as Monday and Podio apps to resolve technical platform issues that clients may have had in using the Everlaw product

• Provided pre and post-sales support for the Sales Dept. with administrating refunds or payments for account subscription fees

• Responding to 100 - 130 individual client inquiries per day to assist with issues with client accounts across chat and e-mail platforms as the number one agent in the company within five months.

• Working with other departments to resolve technical or financial issues that clients may have with our website or user account interface

• Assisting with administrating account fees for our services and products, as well as refunds for possible overdrafts or undesired services

• Coaching users on how to use our services, such as applying for an account, using our Instant service, and withdrawing funds from their Savings or Checking accounts

• Suggesting ideas for new policies and services to management to improve the quality of our internal help pages and client services

• Responding to 60 – 80 company and individual client inquiries per day to assist with issues with client accounts across phone, chat and e-mail platforms

• Working with other departments to resolve technical or financial issues that clients may have with our website or user account interface

• Assisting with administrating account fees for our services and products,

• Processing 60 - 70 payments to be received by clients and transferring them to personal bank accounts or prepaid cards

• Suggesting ideas for new policies and services to management to improve the quality of our internal help pages and client services

• Assisting with additions and changes to our internal Customer Service Help Guide to improve clarity and accessibility of policy and procedure information

• Reviewing 30 – 40 client applications a day to ensure their activities and services are under our Terms and Conditions

• Review ID and Address Documentation for Account Verification of New Clients of 250 – 300 Accounts a week

• Assisted both Internal and External clients with account approval

• Ensure Client Information is Compliant with International Payments Institution Regulations for Payoneer accounts

• Consult and Collaborate with other CAD Team Agents to find solutions for Verification Issues

• Use third party tools to translate and analyze documents for review.

• Advise Customer Service agents on correct client document handling and review