This is my profileContact via CazVidCarlos
Customer Care Support
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Competencies
Performed data mining and analysis to generate actionable insights for the sales team.
Created complex spreadsheets, pivot tables, and dashboards to support reporting needs.
Queried large datasets to extract relevant information for reports and analytics.
Worked with sales and marketing teams to define data requirements and improve data collection.
Education
Summary
Detail-oriented data analyst skilled in generating insights from complex datasets within the financial sector.
Key Achievements
- Developed and maintained daily, weekly, and monthly sales reports for management review.
- Streamlined data collection processes, reducing reporting time by 30%.
- Collaborated with cross-functional teams to identify key sales metrics and improve data accuracy.
Experience
Customer Care Support
Managed urgent and high-priority cases, ensuring prompt redirection to the appropriate specialized teams., Conducted benefit verifications with strong attention to detail, helping to prevent identity theft and ensure the security of sensitive customer information., Maintained clear documentation and collaborated with internal departments to support efficient and compliant issue resolution.
Senior Customer Support Advisor
Provided support to healthcare providers regarding pending payments and communicated details about insured members' medical benefits., Maintained regular contact with service providers via email to follow up on payment statuses, claims processing, and outstanding service requests, ensuring timely and accurate information exchange.
Senior Customer Support Advisor
Provided real-time support to Airbnb users worldwide through outbound calls, emails, and live chats, ensuring a seamless and responsive customer experience across multiple channels., Collaborated across various lines of business (LOBs), including Community Education, Resolutions, and Trust & Safety, to address and resolve a wide range of user concerns effectively., Leveraged extensive product knowledge and tenure to mentor and train new and existing team members, focusing on key performance indicators (KPIs), platform policies, and customer service best practices. This contributed to consistently high-quality user support and satisfaction., Acted as a team coordinator, offering guidance and support to peers in handling complex interactions, and serving as a go-to resource for escalations and process clarification. Played a key role in fostering a knowledgeable and efficient support team committed to delivering a top-tier user experience.
Co-Head of Support
Developed strategies on how to handle support cases in order to enhance users experience by providing correct responses and right approaches to all inquiries., Ensured to keep track of all interaction channels such as X, Discord and Zendesk, while also completing escalations with technical teams for them to evaluate and resolve tech issues, constant communication with the client to receive product updates regarding promotions, giveaways, updates, etc., Managed the support team with great detail, ensuring that our support ambassadors are comfortable with their knowledge and the way they’re treated in order to avoid burnout as much as possible.