Skills
CRM, Zendesk, Freshdesk, Salesforce, NPS (Net Promoter Score), CSAT (Customer Satisfaction Score) o CES (Customer Effort Score), Various channels such as phone, email, live chat, social media, and other digital platforms. Microsoft Office.
About
I consider myself a professional with over three years of experience in customer service, excelling in team management and training, as well as in the onboarding and mentoring of new employees. My focus is on providing exceptional service, developing skills in others, and ensuring that quality standards are maintained at all times. In terms of my skills, I have experience coordinating and motivating teams, ensuring that department goals are met efficiently. I also have experience in training and development, implementing training programs for new employees, focusing on improving their technical skills and customer service. I develop internal talent through mentoring, offering continuous support to foster both professional and personal growth for team members. I apply processes and procedures designed to maintain quality standards and improve the customer experience. I use assertive communication to interact clearly and effectively with both clients and team members, ensuring impeccable and solution-driven service. I also possess strong conflict resolution skills, managing difficult situations with clients and team members and finding solutions that benefit all parties involved. As for my achievements, I contributed to the professional growth of several team members, who excelled in their roles and earned internal promotions thanks to the training provided. I completed a specialized quality control course, fully funded by the company, as recognition for my leadership results and continuous improvement in customer service. I increased customer satisfaction by 25% and reduced incident resolution times by 15% through the implementation of continuous improvement processes. I created and optimized procedure manuals that helped increase operational efficiency and query resolution, resulting in a 20% increase in productivity.
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