Tran N.
Mid-Level SaaS Customer Support Agent
Open to offersNew to PlatformAbout
Tran Ngoc L. is a dedicated and client-focused Customer Support Agent with over five years of experience in the SaaS and e-commerce sectors. She has contributed to companies such as Sealscommerce, Xipat, Dreamship, and Bixgrow, specializing in resolving technical issues, enhancing customer satisfaction, and maintaining high service standards in remote environments. At Bixgrow, Tran Ngoc managed over 60 customer tickets daily, achieving a 98% customer satisfaction rate and reducing response times by 25% using Gorgias and Shopify. As a Customer Service Leader at HTH Communications, she led a team of over ten agents, increased satisfaction scores, and standardized support workflows. While at Dreamship and Xipat, Tran Ngoc enhanced support efficiency by optimizing automation and routing procedures, supporting the significant growth of the merchant user base. She excelled in first-contact resolution at Seals Commerce, improving it by 30%, and helped launch new features smoothly. Tran Ngoc is proficient in platforms like Zendesk, Intercom, and HubSpot, and is known for her problem-solving skills and effective remote collaboration.
Experience
Customer Support Agent
Bixgrow · 2025 — PresentManaged over 60 customer tickets daily through email and live chat, achieving a customer satisfaction rate of 98%. Optimized support workflows utilizing Gorgias and Shopify, which resulted in a 25% reduction in response time. Worked in conjunction with product and development teams to enhance feature stability and user experience. Authored more than 30 internal FAQ articles and process guides, lowering ticket volume by 15%. Provided mentorship to 3 new agents during onboarding, focusing on communication and troubleshooting skills.Customer Service Leader
HTH Communications Project · 2023 — 2024Supervised a team of over 10 customer support agents, ensuring adherence to KPIs regarding response time, accuracy, and customer satisfaction. Developed and standardized workflows for multi-channel support, including email, chat, and social platforms. Conducted performance assessments and training initiatives to enhance team productivity. Created internal guides and established escalation procedures, resulting in a 20% decrease in recurring customer issues. Facilitated customer feedback surveys which improved satisfaction scores from 94% to 98% within a three-month period.Customer Support Specialist
Dreamship / Xipat · 2021 — 2022Delivered real-time support using Zendesk and Intercom, maintaining compliance with service level agreements above 95%. Assisted clients with integrations, order fulfillment, and store setups, which reduced setup times by 20%. Improved automation and ticket routing efficiencies by 18%. Acknowledged twice as Top Performer of the Quarter for service speed and accuracy, while supporting user base growth from approximately 500 to over 2,000 merchants through consistent, high-quality service.Customer Support Agent
Seals Commerce · 2020 — 2021Handled up to 50 support interactions daily for Shopify merchants, achieving a 30% boost in first-contact resolution. Provided proactive troubleshooting and tailored solutions that enhanced user retention by 10%. Contributed to the launch of new features, ensuring smooth transitions and user satisfaction. Kept comprehensive client records within HubSpot CRM to facilitate effective service tracking.
Skills & Expertise
Education
- Bachelor of Italian Language and CultureHanoi University · — — 2020