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Zendesk Company Name: LushGlow Skincare Industry: Beauty & skincare e-commerce What they do: Sell organic skincare products online Your role: Virtual Assistant (Customer Support Rep) Project Overview Industry: E-commerce (Beauty & Skincare) Tool Used: Zendesk LushGlow Skincare is an online skincare brand offering organic products. As a Customer Support Virtual Assistant, I managed the company’s customer service through Zendesk, ensuring all customer inquiries, complaints, and requests were handled efficiently. My responsibilities included: ● Managing customer tickets and live chat messages. ● Organizing tickets by issue type (Orders, Returns, Shipping, Feedback). ● Responding to customer inquiries using a warm and professional tone. ● Creating automated response templates (macros). ● Tracking customer satisfaction and support efficiency. Result Through my role as a Customer Support Virtual Assistant using Zendesk, I successfully built and maintained an efficient, professional customer service workflow for LushGlow Skincare. 🔹 Quantitative Results ● Resolved over 120+ customer tickets within the first month. ● Achieved a 94% Customer Satisfaction (CSAT) rating. ● Reduced average response time from 4 hours to 1.5 hours using automation and macros. ● Streamlined customer service operations by creating custom views and ticket categories, improving response accuracy and prioritization. 🔹 Qualitative Results ● Improved overall brand perception and trust, as customers received timely and empathetic responses. ● Enhanced team efficiency by setting up macros and internal notes for faster communication. ● Ensured data organization and visibility for management via Zendesk reporting dashboards. ● Strengthened client loyalty, leading to repeat purchases and positive customer feedback. 🔹 Boss Feedback “Deborah has been an incredible addition to our customer service process. Her professionalism and ability to handle high volumes of inquiries while maintaining empathy and speed have improved our customer experience significantly.” LushGlow Skincare CEO