Customer Services Specialist
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🛠️ The important factor is not just to work harder, but to work smarter.
I am a Digital Marketing specialist, however, I develop my skills in troubleshooting and optimizing procedures.
Supported by my passion for helping and my more than 4 years of experience with different platforms and tools, I improved the retention rate by 4% above average and achieved a 91% customer acceptance margin and closeness to customers in my current customer service campaign for an international client.
Always looking to give great service, empathy and active listening are key, touch that makes the difference between a good agent, and an answering machine (Yes, I'm talking about you, chatbot) 👊.
Always with a phone smile adapted to the brand identity, and an average typing speed of 56 PPM and 96.4% accuracy, I am target-oriented and exceed KPIs. However, empathy, even on the most difficult calls, is my greatest strength, because yes, as agents and as a company, we care about the customer.
I strongly believe in the importance of customer service, not only because it is the key to customer loyalty, but because we are helping people.
So I led the creation of templates and protocols for optimizing procedures and responses to customers, reducing by 15% the margin of time in responding to incidents and unifying 90% of the information we offer as a company.
In addition, as a digital marketing specialist, I offer a broader view of user identity and how to manage the response in several media channels.
Resolute, efficient, proactive, self-taught, easy to adapt, open to learning and new points of view, creative, always looking to optimize, multitasking, working under pressure to meet targets.
39 hours per week of international client support and consultancy via phone call, email, chat, Whatsapp, RRSS.
Daily management of 75-90 tickets, within the deadlines (SLA).
Knowledge of different SaaS, CRMs, ERPs, OMSs, such as Microsoft Dynamics 365, Zendesk, Oracle Cloud Enterprise Resource Planning, Salesforce, and HubSpot.
With an average ACD per call of 164 sec and an AHT of 194 and exceeding the daily caseload by 150%.
Advising on sales activities, promotional campaigns, customer retention and contract processing.
Personalized follow-up for clients and quality of services.
Sending documents to clients and internal departments.
Specialized in the management of incidents and optimization of procedures, seeking excellence in service.
