Responsible for researching and producing long-form, SEO-informed content for B2B clients in complex and regulated industries, translating technical topics into clear, audience-focused writing.

Late Nite Supply is dedicated to creating techno fashion and rave wear for lovers of house, techno, and underground electronic music.

Teknomadic is an online travel magazine and blog dedicated to the digital nomad lifestyle, and underground electronic music culture. We help people who are interested in becoming digital nomads find the answers they need to all their questions about the lifestyle before they take the plunge. We also extensively cover the global underground house and techno scene, guiding our readers to the best festivals, night clubs and events around the world. At Teknomadic, we are firm believers that life begins when work ends.

• Led a high-performing team of 5 agents, successfully managing and resolving over 300 support issues daily on the Intercom platform.

• Effectively handled customer escalations, limiting refunds to less than 3% of bills negotiated.

• Played a key role in scaling the Bill Negotiation service to generate monthly revenue exceeding $1,000,000.

• Proactively identified pain points and collaborated with Product to implement solutions that led to a 25% increase in CSAT scores.

• Provided comprehensive training, feedback, and coaching to 4 new team members, ensuring their successful onboarding.

• Ensured adherence to quality standards and KPIs for 2 teams of overseas agents processing more than 1,000 bill negotiations daily.

• Conducted numerous user interviews, analyzing retention rates, CSAT scores, refund requests, and complaints to drive customer-centric improvements.

As a Customer Support agent at Masterclass, I responded to dozens of support requests via both phone and email daily. Using Zendesk to manage incoming support requests, I am able keep response times very low while solving customer issues. Equally at home helping customers over the phone, or via email, my communication skills allow me to instantly form rapport with customers and provide top notch support to every ticket handled.