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Competencias
Demonstrated experience with Excel.
Demonstrated experience with Word.
Demonstrated experience with PPT.
Demonstrated experience with Escalation management.
Demonstrated experience with Conflict resolution.
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Experiencia
Technical Support Specialist and Quality Analyst
Provided technical and customer support to international clients, primarily in English., Focused on continuous process improvement, implementing a dispute system for agent quality ratings., Led weekly meetings with clients to analyze and calibrate processes, driving improvements in quality and response times., Successfully modified a knowledge base and dispute system, enhancing agent efficiency during interactions.
Customer Service Representative and trainer
Provided customer service for a transportation company in the USA, offering information on heavy package shipping and scheduling., Participated in training and weekly client meetings to implement process improvements and optimize service delivery., Collaborated on the implementation of new service waves to enhance efficiency and client satisfaction.
Collections Specialist
Managed collections for an international company, ensuring effective communication and timely resolution of disputes., Coordinated the collection process to ensure compliance with established timelines and improved process efficiency., Maintained regular communication with clients to ensure satisfaction and compliance with regulations.
Customer Service Representative – US Bank
Delivered customer service for a US-based bank, handling loan and credit card inquiries., Managed follow-ups with clients to ensure a seamless experience and effectively handled difficult situations., Worked closely with support and supervision teams to improve customer experience and meet satisfaction goals.