Implemented proactive customer success strategies that cultivated customer loyalty, promoted repeat business, and improved overall customer satisfaction by 20%. Responded to customer inquiries with patience and positivity to establish excellent first impressions for over 100+ calls/day and 75+ interactions/day via email and tickets. Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service within the first 5 months in the role. As training lead, established process improvement and higher standard procedures for customer support team and over 60+ new employees. Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team, which streamlined operation efficiency by 10%. Created product training plans centered on customer success and satisfaction and trained customer representatives to meet performance and service goals, leading to positive feedback from both customers and senior management. Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity. Initiated and executed special projects aimed at promoting a positive workplace culture and boosting employee morale, including monthly newsletters, birthday bulletins, recognition announcements, and more.