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Marcelo
Quality Analyst
Contato
Competências
Handled customer inquiries across multiple channels, ensuring compliance and satisfaction.
Managed sensitive escalations and urgent cases effectively, maintaining professionalism.
Performed analysis of customer feedback and created KPI reports to drive improvements.
Applied conflict resolution skills and leadership in team interactions.
Proficient in Microsoft Office applications including Excel and PowerPoint.
Formação acadêmica
Idiomas
Resumo
Dedicated customer service professional with extensive experience in support, escalation management, and quality analysis, specializing in improving customer satisfaction and operational metrics.
Principais conquistas
- Progressed from Tier 1 to Tier 2 customer support, handling complex escalations
- Performed comprehensive analysis of customer feedback, providing actionable insights
- Created KPI reports that contributed to operational efficiency improvements
Experiência
CUSTOMER SERVICE REPRESENTATIVE TIER 1
Delivered front-line customer support across multiple channels (inbound and outbound calls, chats, and SMS), effectively addressing customer inquiries and concerns while ensuring compliance with product and client expectations., Managed updates to customer accounts, effectively handling high-pressure situations with composure, and contributed to initiatives aimed at enhancing customer satisfaction.
CUSTOMER SERVICE REPRESENTATIVE TIER 2
Managed sensitive escalations as a back-office support specialist, addressing customer cases escalated from Tier 1., Prioritized urgent cases effectively while maintaining professionalism in handling challenging customers, offering solutions and alternatives to resolve concerns.
QUALITY ANALYST
Performed comprehensive analysis of customer feedback, identifying key trends and providing actionable recommendations for improvement., Created and managed reports on key performance indicators (KPIs), delivering insights that drove improvements in operational efficiency., Monitored and assessed customer service interactions to ensure compliance with company policies and adherence to quality standards.