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Lucia
Reporting Analyst & Customer Service Team Lead
Contato
Competências
Designs and implements marketing strategies across digital platforms.
Creates content and manages campaigns on social media channels.
Optimizes website content and manages paid search campaigns.
Analyzes campaign performance metrics to guide strategy adjustments.
Formação acadêmica
Resumo
Professionally dedicated to enhancing online presence through strategic digital campaigns and social media growth.
Principais conquistas
- Developed and executed comprehensive digital marketing campaigns increasing online engagement
- Led social media strategy, growing followers and improving brand visibility
- Managed SEO and SEM efforts to enhance website traffic and conversion rates
Experiência
Reporting Analyst & Customer Service Team Lead
Built and automated Salesforce dashboards tracking AHT, CSAT, SLA, backlog, and productivity for 51 agents., Designed and automated reporting processes saving ~12 hours per week., Partnered with client stakeholders and e-commerce management to produce performance packs used in QBRs., Instituted data quality checks that reduced reporting discrepancies by 30% and increased stakeholder trust.
Customer Service Team Lead
Created targeted Salesforce reports to identify coaching opportunities, contributing to a 1.5 pt CSAT lift., Delivered customized reports for business reviews, enabling data-driven decisions., Enhanced performance management through data visualization and actionable insights.
Customer Service Representative
Analyzed Salesforce case data and developed ad-hoc performance reports., Partnered with QA and Training teams to implement process improvements, increasing CSAT., Built automated reports and dashboards supporting leadership decision-making.
Customer Support Specialist
Processed and analyzed customer datasets to identify inefficiencies., Developed performance dashboards in Microsoft Excel for strategic reviews., Translated insights into actionable workflow improvements, supporting process optimization.