Jun 2022 - / Customer Care - BRG Sports
- Place/cancel purchase orders using SAP.
- Provide confirmation and shipment status.
- Answer inquiries about product details, prices, availability, delivery dates.
- Keep constant communication with internal departments.
- Escalate and follow up irregular situations.
- Resolve customer complaints.
- Process RAs, warranties and free orders to ensure customer satisfaction.
- Keep record of all customer interactions.
Feb 2022 - Apr / 2022 Customer Service Analyst - Moen Incorporated
- Place/cancel purchase orders using SAP.
- Provide confirmation and shipment status.
- Answer inquiries about product details, prices, stock availability, delivery dates, eta, etc.
- Keep record of all customer interactions for audit purposes.
- Modify purchase orders upon customer´s requests.
- Schedule pick up and delivery appointments.
- Keep customers informed about their back order.
- Keep constant communication with the operations and sales departments in order to make sure prices and promotions are up to date.
- Follow up complaints.
- Provide invoices and open orders history.
Mar 2017 - Dec 2021 / Customer Service Rep -American Airlines
- Provide information about flight destinations, prices, schedules, services, policies security protocols, baggage limitations, country’s entry information, etc.
- Guide the customer through the use of the app and website.
- Troubleshoot and escalate any system error.
- Report any product/policies discrepancies posted online.
- Provide first call resolution and escalate complaints whenever necessary.
- Offer alternatives to flight disruptions/irregular operations.
- Manage exemptions in order to keep and increase the customer’s loyalty.
- Manage compensation for irregular operations.
- Offer upsell products and services.
