Sales-Driven Customer Support
Customer support that goes beyond issue resolution. Conversations are handled with conversion and retention in mind.
Career
Learning
overview
CareerLearning is a dynamic eLearning platform delivering high-impact training, certification programs, and comprehensive webinars tailored for professionals across key sectors including Human Resources, Banking and Financial Institutions, Nonprofit Organizations, and both K–12 and Higher Education. The company specializes in equipping individuals and teams with up-to-date industry knowledge and practical skills through expert-led virtual learning experiences.
My role
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Handled high volume customer support across Zendesk tickets, live chat, and inbound phone calls, ensuring timely and accurate resolution.
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Partnered closely with the VP of Business and Sales to optimize the end to end customer journey and improve conversion and retention.
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Managed customer payments and billing support across PayPal, ACH, and credit card transactions.
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Provided technical troubleshooting for live webinars to ensure smooth delivery and zero disruption.
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Supported revenue growth through upsell outreach, abandoned cart follow ups, and proactive check ins with prospective buyers.
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Managed Shopify abandoned cart workflows and recovery efforts to re engage potential customers.
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Tracked and followed up on Click Link leads, defined as visitors who viewed the Shopify catalog but did not add items to cart.
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Monitored and prioritized high value leads to support sales conversion and pipeline movement.
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Jan 2023 → Oct 2023 | Promoted
goal
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Maintain organized and well managed Zendesk tickets while delivering fast, effective live chat support.
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Ensure every customer interaction is intentional and value driven to support satisfaction and long term retention.
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Convert support conversations into revenue opportunities through strategic outreach and timely follow ups.
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Proactively follow up on Shopify abandoned cart leads and click through visitors who viewed the catalog but did not add items to cart.
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Identify, document, and report sales or funnel related issues to support a smooth and reliable customer journey.
OUTCOME
From January to October 2023, I handled it all, from quick support questions to full-on purchase decisions. In May, I brought in $41,096 in sales. By August, even while doing website testing, I hit $57,878. And at my busiest? I closed 175 sales in just one month $65,127 in revenue and over 3,000 conversations. Every message was tracked in Zendesk. Every win was a team win.
