Vivian Moraa

Client Relationship Management:

• Establish and nurture positive relationships with clients through effective communication and responsiveness in different channels e.g. Slack, Zendesk, Cal.com, Google Meet, and emails.
• Act as the primary point of contact, ensuring a personalized and seamless client experience as a form of genuine care.
• Rated 4.9 out of 5 stars (Handling over 5000 Enterprise client requests). Prompted client surveys on Trustpilot after every interaction to get feedback on their experience and what I would improve on.

Issue Resolution:

• Successfully address and resolve client concerns, inquiries, and escalations, hence demonstrating a commitment to client satisfaction.
• Exercise cross departmental communication and collaboration to ensure prompt and effective solutions. This is across: Sales, Technical, Payroll, HR, CSMs, Finance,Onboarding Managers and Product Team.

Client Advocacy:

• Acts as a bridge between internal teams and the Clients as their advocate and voice, consequently representing clients interests and feedback.
• Own client escalations end to end and ensure that a resolution is provided in a reasonable timeframe (within SLA)

Product Knowledge and Adoption:

• Developed an in-depth understanding of the company's products and services to effectively guide customers on their usage of the platform e.g. Deel HR, Global Payroll, PEO. Consequently, helped with the onboarding of new clients and retention of existing clients.
• Provided anecdotal advice on contracting, compliance, and payroll for Contractors and EOR to optimize the customer's experience.
• Prioritized workloads to meet customer needs and maintain established deadlines in a fast-paced Deel Speed environment.

Data Analysis and Client Engagement:

• Utilized data and analytics to identify trends, track customer engagement, and measure the overall health of customer accounts, ensuring 100% customer satisfaction through the CSAT metrics.
• Monitored trends in incoming requests from customers for identifying potential problems or opportunities for improvement.
• Consistently got average QA scores of 96-100% on how I handled customer ticket interactions with customers, during weekly Internal Ratings and scoring.

• Conducted market research and analyzed data to identify trends, opportunities, and potential risks.
• Researched industry-specific topics such as competitive landscape, customer segmentation, pricing strategies.
• Collaborated with cross-functional teams to ensure accuracy of research results.
• Monitored current events and emerging trends in order to keep abreast with changes in the marketplace.
• Utilized a variety of tools such as Excel spreadsheets and databases for effective data manipulation and analysis.