Rainat Lawal

Customer Service Excellence for SaaS Seamlessly integrating leading platforms to elevate the customer experience. Connect with Me ABOUT CLARITYTOOLS Innovating Productivity ClarityTools is a leading SaaS startup dedicated to enhancing team productivity, offers robust task management, seamless collaboration tools, and insightful reporting dashboards, empowering businesses to streamline workflows and achieve their goals with clarity. 24/7 Email Support Around-the-clock assistance for all your queries. We understand that exceptional software demands exceptional support. Our commitment to customer success is reflected in our comprehensive support offerings and customer-centric policies. Live Chat Real-time help available Mon3Fri, 9 AM35 PM EST. Clear Policies Transparent refund, troubleshooting, and FAQ guidance. ZENDESK SIMULATION Handling Inquiries with Precision and Empathy This section demonstrates my proficiency in managing customer interactions within a Zendesk environment, showcasing my ability to address diverse issues efficiently and professionally. Each scenario highlights clear communication, problem-solving, and a commitment to customer satisfaction. Ticket ID: #- Ticket ID: #- Priority: High | Channel: Email Priority: Medium | Channel: Live Chat Customer Message: "My team can't access the reporting Customer Message: "Hi, I'm trying to invite a new team dashboard. It keeps showing an error message 'Data Sync member, but the invitation link isn't working. It just goes to Failed'. This is critical for our daily stand-up!" our login page." Dear Jerry Mongan, I understand the urgency of Hello! Thanks for reaching out. It sounds like the accessing your reporting dashboard. The 'Data Sync invitation link might be expired or incorrectly generated. Failed' error usually indicates a temporary connectivity Could you please confirm if you're using the "Invite New issue. I've initiated a manual data refresh from our end, Member" option from your team settings? I've also just which should resolve this. Please clear your browser regenerated a fresh invitation link for your account and cache and cookies, then try accessing the dashboard sent it to your registered email. Please try using that one. again in 15 minutes. If the issue persists, please reply to Let me know if it works, or if you encounter any other this email, and I'll escalate it to our technical team for issues! deeper investigation. We apologize for any inconvenience. ZENDESK SIMULATION Ensuring Seamless User Experience Ticket ID: #- Ticket ID: #- Priority: Low | Channel: Email Priority: High | Channel: Live Chat Customer Message: "Do you have a feature that tracks Customer Message: "The app is crashing every time I try time spent on specific tasks? I can't find it anywhere." to upload a large file to a task. This is really slowing down Hi Tom Berry, Thank you for your inquiry! While our workflow!" ClarityTools doesn't currently have a built-in time- I apologize for the disruption this is causing to your tracking feature, many of our users successfully workflow. Large file uploads can sometimes cause integrate with third-party tools like Toggl Track or issues. Could you please let me know the file size you're Clockify, which offer robust time-tracking capabilities attempting to upload and the file type? Also, please try and often have direct integrations or easy export options clearing your browser's cache and cookies, and ensure compatible with our reporting. I've included links to both your browser is updated to the latest version. In the tools' websites and a brief guide on how our users meantime, you can try uploading the file in smaller typically leverage them with ClarityTools. We are always chunks if possible. I'm also creating a bug report for our looking to improve, and I've noted your interest in this engineering team to investigate this further. Thanks for feature for future development. your patience. SUPPORT LOG OVERVIEW Comprehensive Ticket Management This log provides a snapshot of various customer support interactions, showcasing my ability to track, prioritize, and resolve issues effectively. Each entry represents a complete lifecycle from receipt to resolution, demonstrating diligent follow-through and commitment to customer satisfaction. Ticket ID Date Received Customer Issue Type Priority Status Resolution Notes #-- - Innovate Corp. Dashboard High Resolve Manual data refresh, d advised cache clear. Resolve Regenerated link, d confirmed user 001 #-- Access- Growth Hub Invitation Link Medium 002 access. #-- - Synergy LLC 003 Feature Low Closed Request Provided third-party integrations, noted request. #-- - Apex Solutions 004 #-- App Crash High (Upload) - Zenith Brands 005 Password Low Reset In Collected details, Progres created bug report, s advised workaround. Resolve Guided through self- d service reset, confirmed access. #- - Future Subscription Forward Upgrade Medium Resolve Assisted with plan d change, confirmed new features. HUBSPOT CRM SIMULATION Building Relationships Through Proactive Engagement My experience with HubSpot CRM enables me to manage customer profiles, personalize communications, and track satisfaction. This demonstrates a proactive approach to customer relationship management, fostering loyalty and ensuring client success. Customer Profile: Sarah Chen Customer Profile: David Lee Company: Agile Innovations Company: Creative Edge Solutions Plan Type: Premium Plan Type: Basic Contact History: Joined 6 months ago, positive onboarding. Contact History: Recent support ticket for login issue. Sample Follow-up Email: Sample Customer Satisfaction Survey Email: Subject: Checking in on your ClarityTools experience, Subject: We'd love your feedback on your recent support, Sarah! David! Hi Sarah, Just wanted to follow up and see how things are Hi David, We hope your recent login issue with ClarityTools going with ClarityTools at Agile Innovations. We noticed was resolved to your satisfaction. Your feedback helps us you've been actively using the collaboration features, which improve! Would you mind taking a moment to complete a is fantastic! Is there anything we can do to further enhance quick survey about your recent support experience? It only your team's productivity or answer any questions you might takes 30 seconds. Link to Survey Thank you for helping us have? We're here to help you get the most out of our serve you better. Sincerely, The ClarityTools Support Team platform. Best, Rainat Lawal FRESHBOOKS BILLING SUPPORT Managing Financial Inquiries with Clarity Demonstrating my capability to navigate FreshBooks, I effectively handle billing inquiries and refund requests, ensuring financial transparency and customer trust. This scenario showcases meticulous attention to detail and a customer-first approach to resolving payment-related concerns. Billing Inquiry Response Customer Message: "I was charged $99, but I thought I was on the Basic plan which is $49. Can you clarify this charge?" Dear Innovate Corp., Thank you for reaching out regarding your recent charge. I understand your concern. Upon reviewing your account, it appears your subscription was successfully upgraded to the Premium plan on June 28th, 2024, at your request. This upgrade activated the new features immediately, leading to the $99 charge for the Premium plan for July. We sent a confirmation email regarding this upgrade to your registered email address on June 28th. If you believe this upgrade was made in error or have any further questions, please let me know, and I'll be happy to assist further. Sample Invoice: INVOICE #- Client: Innovate Corp. Date: July 1, 2024 Service: ClarityTools Premium Subscription (July 1 - July 31) Amount: $99.00 Status: Paid DEMONSTRATED SKILLS Key Competencies in Action This project underscores my comprehensive skillset in customer service operations within a SaaS environment, highlighting my ability to seamlessly integrate and leverage multiple industry-standard platforms. Zendesk Ticket Handling HubSpot CRM Proficiency FreshBooks Billing Support Proficiently managing diverse Skilled in leveraging CRM for Adept at addressing billing inquiries, customer inquiries, from technical customer profile management, processing refunds, and ensuring troubleshooting to feature requests, proactive follow-ups, and gathering financial clarity for customers, ensuring timely and effective feedback to nurture relationships building trust and resolving payment resolutions while maintaining high and enhance the customer journey. concerns efficiently. satisfaction. BEYOND PLATFORMS Foundational Customer Service Qualities Beyond technical platform expertise, my approach to customer service is rooted in core soft skills essential for building strong, lasting customer relationships and resolving complex issues with grace. Clear Communication Problem-Solving Conveying complex information Empathy & Active Listening simply and effectively, ensuring Understanding customer needs causes, developing creative customers feel heard and understood, whether in writing or verbally. and frustrations, responding with genuine care, and validating their experiences to de-escalate situations. Systematically identifying root solutions, and guiding customers through steps to resolve their issues effectively. This project demonstrates my ability to manage end-to-end customer service operations for a SaaS company. Rainat Lawal | Customer Service Specialist- https://linkedin.com/in/rainat-lawal