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Valentina
Customer Service & Support Specialist with 6+ years in Customer Care and Collections
Contacto
Competencias
Proficient in handling diverse customer inquiries, ensuring high satisfaction and issue resolution.
Skilled in diagnosing and resolving technical and billing issues efficiently across multiple platforms.
Experienced in managing subscription collections and ensuring timely payments for retail clients.
Capable of resolving technical issues related to streaming services and platform integrations.
Effective in managing and triaging customer cases to ensure prompt and accurate resolutions.
Educacion
Idiomas
Resumen
Valentina is a dedicated customer support specialist with over 6 years of experience across diverse sectors including retail, hospitality, and legal services. Expertise in problem-solving, technical troubleshooting, and case management ensures exceptional service delivery.
Logros Clave
- Consistently resolved customer inquiries and billing issues, ensuring high satisfaction levels at Teleperformance and Concentrix.
- Managed real-time case follow-up on Airbnb, improving resolution times and customer experience.
- Led technical support for Disney Plus, troubleshooting complex issues and guiding customers through enrollment processes.
- Streamlined legal case intake procedures at Job Duck, ensuring accurate data collection and scheduling.
Experiencia
Customer Service Representative
Assisted customers with inquiries, billing issues, and product information, ensuring high-quality service., Resolved customer concerns efficiently, providing solutions in a timely manner., Processed transactions, refunds, and account updates while maintaining data accuracy., Handled a high volume of inbound and outbound calls, demonstrating strong communication and problem-solving skills., Provided technical support and troubleshooting assistance as needed., Maintained customer satisfaction by delivering empathetic and professional service.
Customer Service & Collections Representative
Managed subscription collections for Best Buy, one of Canada’s largest retail stores, ensuring timely payments and resolving billing issues., Updated customer records, including appliance purchase details and insurance information, maintaining data accuracy and compliance., Provided exceptional customer support by addressing inquiries, assisting with account updates, and offering solutions to payment-related concerns., Utilized the Salesforce CRM tool to track customer interactions, manage subscriptions, and ensure timely follow-up on collection cases.
Customer & Case Manager
Managed real-time follow-up on Airbnb platform cases, handling issues related to cleanliness, inaccuracies, and other customer concerns., Acted as a higher-tier support representative, resolving complex cases and escalating risky or high-priority issues to the appropriate teams., Handled an average of 50 cases per day, ensuring timely resolution through both outbound calls and detailed case management., Utilized the Nova CRM tool to track and manage case progress and customer interactions.
Customer Service & Tech Support Representative
Assisted customers with inquiries about Disney Plus, guiding them through the enrollment process and explaining available plans and pricing options., Provided technical support by troubleshooting error codes and guiding users through step-by-step solutions for streaming issues., Delivered high-quality service, resolving customer concerns in a timely and efficient manner to ensure satisfaction., Managed inbound calls, offering clear information on subscription plans, billing, and technical troubleshooting.
Intake Specialist
Served as the first point of contact for a U.S.-based law firm, gathering key client information and accurately triaging legal cases., Scheduled initial evaluation calls, verified relevant details, and ensured clients were directed to the appropriate legal departments., Utilized Vonage, Clio Manage, and Google Workspace to manage communications, scheduling, and client intake processes efficiently., Maintained clear and professional communication via email, phone, and chat, delivering an excellent client experience from the first interaction., Performed all duties remotely, upholding high standards of confidentiality, efficiency, and attention to detail.