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Skills

  • Patient care and physical therapy
  • Fluent in Portuguese
  • Goal-oriented
  • Call center transactions
  • Active Data Online
  • International sales support
  • Upselling techniques
  • POS systems knowledge
  • Cross-functional team collaboration
  • Employee relations

Work Experiences

  • In charge of quality communication, customer service, and product representation for each client.
  • Developed and maintained strong working relationships with my peers and upper management.
  • Returns and exchanges were handled by me.
  • Was in charge of maintaining accurate and adequate cash and inventory balances.
  • Attended local, regional, and national trade shows for product development training as defined by territory needs.
  • Identified
  • Solved program issues, improved operations, and provided excellent customer service.
  • Translated for the entire 8-person team in order to meet the needs of Japanese-speaking customers.
  • Held each member of my team accountable for meeting brand and performance objectives.
  • Provided product and service information to customers.

Summaries

  • Motivated
  • Customer service and sales expert capable of recognizing customer needs and offering solutions to problems.
  • Pragmatic
  • Innovative
  • A diligent and forward-thinking leader with a service-oriented mindset.
  • Excel in Asana offerings, Workday use, and data analysis.
  • Service Delivery Coordinator is dedicated to exceeding sales targets and cultivating long-term customer relationships.
  • Motivated individual.
  • Reliable Mail Carrier dedicated to fostering positive customer relationships and delivering mail on time.
  • Seasoned

Accomplishments

  • Set up continuous improvement review sessions for remote support staff, aligning them with global standards and raising their performance score by 66%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Market Research: Performed an average of 80 follow-up phone calls per day to undercover customer needs and desires regarding product development, use and assistance.
  • Developed a resource allocation strategy that reduced staffing bottlenecks by 28% over initiative.
  • Category 2 WPM data entry rate, with 18% accuracy.
  • Engineered a capacity planning tool that mitigated resource shortages, delivering a 51% increase in service delivery efficiency.
  • Delivered outcomes as part of a team that won industry recognition for customer satisfaction, securing an Innovation Award award in 2022.
  • Implemented a customized reporting framework, providing clients with detailed weekly updates that enhanced transparency and collaboration.
  • Provided comprehensive service performance analysis to senior management, directly contributing to an increase in NPS by 63%.
  • Product Promotion: Up-sold products and motivated customers to upgrade current product plans.

Affiliations

  • Business Continuity Institute (BCI)
  • Scrum Alliance – Certified Scrum Professional (CSP)
  • Society of Human Resource Management
  • National Association of Social Workers
  • Association for Computing Machinery
  • ITIL Foundation Certificate in IT Service Management
  • Professional Association for Service Managers (PASM)
  • Service Excellence Europe (SEE)
  • American Marketing Association
  • Rotary International

Certifications

  • HDI Support Center Team Lead Certification
  • Google Certified Professional Cloud Architect
  • Microsoft Certified Application Specialist (MCAS)
  • Certified Business Continuity Professional (CBCP)
  • Certified Public Accountant
  • Project Management Professional (PMP) - Cedar Works
  • Certified Change Management Professional (CCMP)
  • Service Desk Analyst Accredited Qualification
  • SHRM Certified Professional (SHRM-CP)
  • Certified in the Governance of Enterprise IT (CGEIT)

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