Marshelle Knipe

• Promoted from Live Chat Advisor to Social Media Communications
and then to Executive Complaints handler due to consistently
exceeding KPIs.
• Resolved high-priority customer issues sent directly to the CEO,
reducing escalation rates by 20%.
• Managed social media DM responses across Twitter, Facebook, and
Trustpilot to protect the company’s brand image.
• Utilized CRM platforms (Zendesk, Avaya) to manage live chats,
emails, and calls efficiently.