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Customer Support Specialist with 5+ years of client service expertise
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Competencies
Proficient in managing customer interactions and resolving issues using Zendesk and Freshdesk systems.
Skilled in diagnosing and resolving technical problems using LogMeIn Rescue and Splunk tools.
Experienced in utilizing Salesforce and HubSpot CRM to manage customer data and support workflows.
Capable of analyzing data and generating reports with Microsoft Excel and Tableau to inform decision-making.
Effective in clearly communicating with clients and internal teams to resolve issues and improve satisfaction.
Education
Languages
Summary
Dedicated professional with extensive experience in technical support, customer care, and client satisfaction across diverse industries including hospitality and restaurant management.
Key Achievements
- Achieved over 98% resolution rate in technical support at Concentrix
- Improved client retention by 30% through effective communication and issue resolution
- Enhanced guest satisfaction scores by 15% and retention by 20% at Grand Velas Riviera Maya
Experience
Bilingual Customer Support Specialist
Deliver first-line support for software and technical issues, consistently achieving a resolution rate of over 98%., Communicate clearly to identify and address customer concerns, contributing to a 30% improvement in client retention., Collaborate closely with internal teams to escalate and resolve high-priority incidents efficiently.
Bilingual Customer Care Representative
Scheduled patient transportation and healthcare appointments with high accuracy, improving service efficiency and satisfaction., Assisted with payment processing and account benefit inquiries, achieving a 97% resolution rate and enhancing customer satisfaction., Maintained a 100% strict confidentiality and security of patient information, adhering to all compliance requirements.
Guest Service Concierge
Resolved guest concerns efficiently, increasing satisfaction scores by 15%., Enhanced guest retention by 20% through personalized service and support., Worked cross-functionally to streamline operations and ensure seamless client experiences.
Marketing & Creative Manager
Led customer feedback initiatives, automating responses to improve issue resolution speed., Increased satisfaction and engagement scores by 20% through proactive communication., Increased brand visibility by 30% through marketing campaigns.