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Nathalie
Contact
Competencies
Experiencia demostrada en Zendesk.
Experiencia demostrada en Salesforce.
Experiencia demostrada en JIRA.
Experiencia demostrada en Slack.
Experiencia demostrada en Microsoft Office Suite (Word, Excel, PowerPoint).
Education
Experience
Team Lead
Led and mentored a team of 15+ customer service representatives, resulting in improvements in team performance metrics, Implemented data-driven strategies to optimize operational efficiency, Collaborated with HR and IT departments to develop and execute comprehensive training programs, increasing employee retention, Analyzed various reports and statistical data to measure production levels and identify root causes for underperforming areas, Managed operational performance to meet KPIs and Service Level Agreements
Subject Matter Expert (CSR2)
Managed escalations and complex customer inquiries, Developed and maintained expert-level knowledge of partner products and promotions in the diverse sectors, Served as a liaison between leadership, client, and customer service representatives, ensuring clear communication and alignment of goals, Contributed to the development of best practices and standard operating procedures, Provided basic IT troubleshooting and submitted JIRA tickets to resolve technical issues promptly
Mentor & Customer Service Representative
Mentored new hires, reducing their onboarding time and improving their performance scores, Handled multi-channel customer interactions, maintaining high customer satisfaction rates
Customer Service Representative
Provided exceptional customer service through various channels including phone, email, and chat, Resolved customer issues related to e-commerce transactions, account management, and product inquiries, Consistently met and exceeded performance targets for call handling time and customer satisfaction