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Skills

  • Interdepartmental collaboration
  • Multichannel support (phone, email, chat)
  • Case Escalation Prevention
  • Upselling and cross-selling strategies
  • Multilingual proficiency in category
  • Time management and prioritization
  • Leadership and Mentorship of Junior Agents
  • Troubleshooting SAP Specifications
  • CRM Customization and Reporting
  • Service-level agreement (SLA) adherence

Work Experiences

  • Designed a customer recovery program.
  • Achieved a 61% boost in team productivity.
  • Am a product and service promoter.
  • Achieved a 55% reduction in resolution time.
  • Balanced diverse client needs.
  • Contributed to the implementation of a customer feedback system.
  • Addressed recurring service bottlenecks.
  • Analyzed call data and customer feedback.
  • Delivered personalized support to VIP clients, maintaining a customer satisfaction score of over 75% consistently over 2018.
  • Addressed call handling challenges.

Summaries

  • Advised management on reducing AHT by 57%.
  • Aligned customer concerns with product developments.
  • Balanced high-volume customer inquiries.
  • Cut service costs by $5 annually.
  • Consistently delivered service excellence.
  • Achieved high levels of customer satisfaction.
  • Advised management on operational optimizations.
  • Decreased resolution time by 65%.
  • Delivered quality-focused solutions.
  • Delivered rapid solutions.

Accomplishments

  • Contributed to a 24% reduction in repeat customer contacts by coordinating interdepartmental efforts to streamline issue resolution processes.
  • Coordinated with QA teams to identify and reduce system bugs, contributing to an increase in customer satisfaction by 31%.
  • Authored new scripts for common customer inquiries, improving consistency in responses and cutting average issue resolution time by 12 minutes.
  • Designed and conducted customer service agent training programs focused on improving communication and problem-solving, reducing onboarding time by 83%
  • Contributed to a customer success goal of increasing overall customer retention by 59% through personalized communication strategies.
  • Reduced average handling time (AHT) by 44% by streamlining ticket prioritization and resolution workflows.
  • Led a team initiative to improve First Contact Resolution (FCR), raising the FCR rate by 68% within the past year.
  • Achieved 78% increase in upsells during support interactions, contributing to over 9 in additional monthly revenue.
  • Proactively identified and addressed technical issues, increasing First Contact Resolution (FCR) by 27% within two years.
  • Created a post-interaction survey system which increased actionable feedback by 47%, leading to enhancements in customer service processes.

Affiliations

  • Speaker, Annual Global Customer Contact Conference, 2024
  • Member, International Customer Service Association (ICSA) metric
  • Keynotes & Panelist Presenter, CRM Reporting & Analytics Seminars, 2019
  • Graduate, Northwind Customer Service Excellence Certification Program, 2016
  • Member, Multilingual Call Center Professionals Group (Portuguese), 2017–Present
  • Board Member, Association for Customer Retention and Loyalty Professionals, 2023–2022
  • Certified Member, Customer Satisfaction Measurement Society (CSMS), 2023–Present
  • Active Participant, Customer Service Leadership Forum, 2019–2024
  • Founding Member, Customer Experience Improvement Coalition, 2018
  • Attendee, Advanced Call Handling Strategies Workshop, Columbus, 2024

Certifications

  • Certified Omnichannel Customer Service Expert - Meridian
  • Certified Support Professional (CSP), Cedar Works
  • CompTIA Customer Service Fundamentals - Vantage
  • Customer Support Specialist (CSS) Certification – Ironclad Systems
  • Customer Complaints Management Certification - Vantage
  • Zendesk Support Administrator Certification - Brightline
  • Certified Customer Service Professional (CCSP) - Northwind
  • Professional Net Promoter Score (NPS) Certification - Meridian
  • Inbound Call Center Management Certification (ICMC) - Cedar Works
  • Certified Consumer Rights Advocate - Harbor & Co.

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