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Rubens
Marketing & Client Operations Coordinator
Contato
Competências
Provided email, voice, and written customer support for tech and trading clients, ensuring timely issue resolution.
Maintained detailed, accurate records and clear internal documentation to support problem resolution.
Applied critical thinking to investigate cases, identify root causes, and escalate issues appropriately.
Managed client communications and coordinated workflows to meet deadlines and client expectations.
Utilized Zendesk, Salesforce, GCIC, Google Workspace, and other tools to manage cases and collaborate internally.
Formação acadêmica
Idiomas
Resumo
Dedicated support professional with over 5 years of experience in tech, service, and client operations. Skilled in investigating complex cases, maintaining accurate documentation, and managing workflows to ensure client satisfaction.
Principais conquistas
- Handled complex account issue investigations for Samsung's U.S. clients, maintaining high accuracy and compliance.
- Consistently met SLA, quality, and productivity standards in fast-paced customer support roles.
- Coordinated multi-departmental workflows and maintained organized records across multiple roles, enhancing operational efficiency.
Experiência
Back Office Support Specialist (U.S. Client)
Provide high-quality support via emails for U.S. based business clients by investigating complex cases related to account issues, BBB, OOP complaints, and service concerns., Review, analyze, and help resolve sensitive cases while maintaining accuracy, compliance, and detailed documentation.,...
Customer Support Agent (U.S. Client)
Delivered voice-based and written customer support while managing high interaction volumes., Resolved customer issues efficiently while maintaining professionalism and empathy., Met strict performance, QA, and attendance metrics., Documented interactions accurately to support follow-up and...
Marketing & Client Operations Coordinator
Managed client communications and supported multiple projects simultaneously., Coordinated internal workflows to meet deadlines and client expectations., Maintained organized records and status updates across ongoing initiatives.