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Manuela
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Competencias
Demonstrated experience with Zendesk.
Demonstrated experience with Amazon Tools.
Demonstrated experience with CRM systems.
Demonstrated experience with Microsoft 365.
Demonstrated experience with Google Workspace.
Educacion
Idiomas
Experiencia
Team Leader and Customer Experience Coach
Led teams of 15–25 agents, supporting their performance in CSAT, QA, and AHT., Designed and implemented coaching plans to improve agent performance and reduce attrition., Collaborated with QA and operations teams to develop action plans and boost customer satisfaction., Helped agents grow professionally, supporting internal promotions and upskilling.
Customer Service and Technical Support Representative
Provided customer and technical support to English-speaking clients via phone, chat, and email., Resolved billing issues, technical failures, and service interruptions efficiently., Guided users through troubleshooting steps and escalated complex cases when needed., Documented interactions and solutions accurately using internal CRM tools., Recognized for communication skills, problem-solving ability, and professionalism., Trained in conflict resolution, time management, and multitasking under pressure.
Customer Service Representative
Delivered excellent service to customers in English via chat, phone, and email., Resolved product and order issues with empathy and efficiency., Maintained top performance in quality and customer satisfaction metrics., Recognized multiple times for patience, clear communication, and helpfulness.