Ana - Customer Service & Sales Leader with 7+ years in Customer Experience

Designs and implements strategies to enhance customer satisfaction and retention, driving business growth.

Optimizes customer interactions to improve satisfaction and loyalty across multiple channels.

Equips teams with tools and knowledge to achieve sales targets and improve cross-selling effectiveness.

Identifies inefficiencies and implements improvements to streamline operations and enhance service quality.

Provided customer support in English, French, and Spanish for an international fashion account.. Maintained high customer satisfaction (CSAT) through effective issue resolution and follow-up.. Handled order management, shipment tracking, returns, and damaged product claims with accuracy and efficiency.. Contributed to retention by ensuring timely and empathetic post-sales support.

Delivered technical support to U.S.-based customers while maintaining quality and compliance standards.. Achieved sales and cross-selling targets in commission-based environments.. Supported customers within a U.S. health insurance account, ensuring accurate information and service continuity.. Met productivity and quality KPIs while working with CRM tools and multichannel platforms.

Led and coached customer service and sales teams consistently meeting and exceeding performance targets.. Managed core KPIs including CSAT, sales conversion, revenue attainment, AHT, quality scores, and schedule adherence.. Improved sales performance by supporting agents in cross-selling techniques and objection handling.. Reduced escalations and repeat contacts by strengthening post-sales support and first-contact resolution.. Collaborated with internal stakeholders to optimize workflows, contributing to higher operational efficiency and team productivity.