TSEPHANYAH ZER
Kiryat Tivon
Summary
Customer-focused professional with 10 years of experience managing high-volume, multi-channel support, customer retention, escalations, order resolution, and digital engagement. Proven success increasing customer satisfaction by 90%, reducing complaint-resolution time by 85%, and helping increase social media engagement by 80%. Recognized for sound judgment, clear communication, dependable follow-through, and the ability to remain calm while resolving complex and sensitive issues.
Innovative technology professional with several years of diverse experience. Skilled in enhancing systems and aligning technical solutions with business objectives. Proven success in leading projects from start to finish and contributing to organizational growth and success.
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.
Overview
10
10
years of professional experience
Work History
Customer Success Manager
Resperate
01.2016 - 01.2026
- Managed 60–80 daily customer and prospect interactions across phone, email, chat, and social media.
- Increased customer satisfaction metrics by 90% through responsive support, proactive follow-up, and effective issue resolution.
- Reduced customer complaint-resolution time by 85% by improving support and escalation workflows.
- Managed post-sale support, onboarding, customer retention, refunds, RMAs, order issues, and sensitive escalations.
- Maintained accurate CRM records, customer tracking, case tagging, documentation, and follow-up activities.
- Trained and certified customer service representatives in communication standards and operational procedures.
- Partnered with operations, marketing, and support teams to turn customer feedback into service improvements.
- Created biweekly newsletters and educational content for Facebook, Instagram, and YouTube, contributing to an 80% increase in social media engagement.
- Conducted website quality checks, SEO reporting, and backlink audits using SEMrush and related tools.
Registered Nurse—Intensive Care Unit
Level 1 Trauma Center
- Delivered critical care to medically complex patients in a fast-paced, high-pressure environment.
- Coordinated with multidisciplinary teams, performed rapid assessments, and responded to emergency situations.
- Maintained precise documentation, educated patients and families, and mentored newly hired nursing staff.
- Earlier Career
Education
Associate in Science - Registered Nursing
Pasco-Hernando Community College
Skills
- Customer Success & Retention
- Phone, Email, Chat & Social Media Support
- Escalation Management
- Complaint Resolution
- CRM Management
- Customer Onboarding
- Order Support, RMAs & Refunds
- Team Training
- Workflow Improvement
- Quality Assurance
- Email Marketing
- Content Creation
- Cross-Functional Collaboration
- Zoho CRM
- SEMrush
- Google Analytics
- Mailchimp
- Klaviyo
- Microsoft Office
- Google Workspace
- Social Media Platforms
- Email Marketing and E-commerce Support Systems
Timeline
Customer Success Manager
Resperate
01.2016 - 01.2026
Registered Nurse—Intensive Care Unit
Level 1 Trauma Center
Associate in Science - Registered Nursing
Pasco-Hernando Community College
Photography
I am a passionate landscape photographer. I have my first exhibition in October 2026.