Marian Thompson Wakama

Greetings!

Are you looking for a Customer Support Specialist who views customer service as more than just answering calls and responding to tickets? I treat every interaction as an opportunity to build trust, strengthen customer satisfaction, and drive customer success that keeps clients returning.

With three years of experience delivering excellent customer service and support, I have assisted SaaS companies, service-based businesses, Shopify stores, and e-commerce businesses through email, live chat, and online chat support, ensuring rapid resolution and efficient order tracking. By using Zendesk for ticket and customer experience management, I improved first-response times by 35% and reduced escalations by 28%. My strengths lie in combining solid product knowledge with strong communication etiquette to deliver results that enhance customer retention and brand loyalty.

With me managing your customer support, I will:

➡️ Deliver exceptional customer service that enhances your brand reputation and drives measurable satisfaction across every interaction.

➡️ Provide reliable email, live chat, and online chat support, ensuring fast responses, clear communication, and professional etiquette that keep customers engaged and loyal.

➡️ Manage your Shopify and e-commerce support by accurately handling order tracking, refunds, and product-related inquiries, applying strong product knowledge to resolve issues quickly and enhance the overall customer experience.

➡️ Improve customer retention by identifying and addressing customer pain points early, reducing churn, and boosting customer success and long-term loyalty.

➡️ Streamline ticket management and back-end workflows using tools such as Zendesk, ensuring smooth case handling, reduced escalations, and consistent technical support for complex issues.

➡️ Strengthen your operations with dependable administrative support that organizes tasks while maintaining high standards of customer support.

➡️ Optimize processes to improve customer service and to create a scalable system for sustainable support growth.

If your business is built on putting customers first and you need customer support who knows how to keep them satisfied, loyal, and connected, I’m ready to support your team.

Send me a message today, and let’s discuss how we can build a trusting customer relationship and boost your brand’s success.