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Customer Service Specialist at Foundever
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Competencies
Skilled in managing and resolving diverse customer inquiries across multiple channels with high satisfaction scores.
Proficient in engaging with customers in English, Spanish, and Portuguese, ensuring clear and effective interactions.
Experience in identifying upselling opportunities and adhering to pharmaceutical sales regulations.
Knowledgeable of industry standards to ensure adherence to sales and service regulations.
Education
Languages
Summary
Dedicated customer service professional with proven success in managing high-volume interactions and exceeding satisfaction targets. Fluent in English, Spanish, and Portuguese, with a background in sales and compliance.
Key Achievements
- Handled and resolved over 25,000 customer interactions with a 94% CSAT rating.
- Consistently exceeded campaign targets by delivering high-quality customer service.
- Collaborated with supervisors to improve service processes and customer satisfaction.
Experience
Customer Service Specialist
Handled and resolved over 25,000 customer interactions across phone, chat, and email, consistently exceeding the campaign’s 90% CSAT target with an average rating of 94%., Partnered with supervisors to identify recurring customer issues, reducing average handling time from 12 to 7 minutes and increasing team efficiency by 41%., Provided on-shift support with CRM navigation and process-related questions, assisting 5 to 8 colleagues daily to maintain workflow continuity., Led internal workshops on Salesforce CRM, boosting data accuracy by 25% and cutting handling errors by 18%, preventing an estimated USD 10,000 in lost efficiency per quarter.
Sales Executive
Ensured strict adherence to pharmaceutical sales regulations, strengthening brand trust and reinforcing compliance standards., Partnered with marketing and training teams to identify upselling opportunities and increase average order value by 10%., Executed over 60 high-quality sales calls per day, delivering tailored product consultations to clients across Latin America and international markets., Generated over USD 11,000 in monthly revenue, directly contributing to a 25% increase in overall team sales performance during the first quarter.