Skills
Service Levels; Customer Interactions; Decision Making; Customer Experience (CX); Advertising; Customer Satisfaction; Sales; Communication; Key Metrics; Pharmacy; People Management; Organizing Meetings; Marketing; Key Performance Indicators (KPI); Metrics Development; Attention to Detail; Technical Proficiency;Continuous Improvement; Problem-Solving;Customer Service Expertise;Creative Solutions;Customer Onboarding;Retention Strategies;Upselling and Cross-Selling;Relationship Building;Customer Advocacy;Data-Driven Insights; CRM Systems Proficiency;Proactive Support;Conflict Resolution;Training and Enablement;Technical Troubleshooting;Team Collaboration; Time Management.
About
A B O U T M E
Bachelor’s degree in International Marketing and Advertising ,specializing in bilingual customer service, with 4 years of experience providing high-quality support across multichannel platforms (phone, chat, and email). Recognized for strong communication skills in both English and Spanish, with the ability to adapt style and tone to the appropriate channel, delivering a consistent and professional customer experience. Committed to
first-contact resolution and highly skilled in managing key
performance metrics (KPIs) such as response time, customer satisfaction, and first-call resolution.
WO R K E X P E R I E N C E:
ASSOCIATE ACCOUNT MANAGEMENT AIRBNB (CUSTOMER SERVICE - EXPERIENCE)
Sutherland Colombia, Remote
NOV 2020 - OCT 2024
Inbound and Outbound Call Handling:
• Handle incoming calls and make outbound calls to address customer inquiries.
• Maintain professionalism and precision in each call, ensuring clear communication.
Managing Simultaneous Interactions:
• Prioritize inquiries based on urgency and communication
channel.
• Stay efficient while managing multiple interactions across various platforms.
Escalating Complex Cases to Other Teams:
• Assess when an inquiry needs escalation to a higher level or specialized team.
• Document case details and provide full context to ensure a seamless transition.
Active Listening and Empathy:
• Listen actively to understand customer needs fully.
• Be proactive, patient, empathetic, and understanding, especially in challenging situations.
Confidential Information Handling:
• Safeguard confidential data, including personal and banking information, responsibly.
• Adhere to privacy and security regulations.
First Call Resolution:
• Resolve inquiries on the first call whenever possible, minimizing escalations.
• Ensure that the customer receives accurate and timely
information.
Product and Service Knowledge Updates:
• Stay informed on product portfolios, promotions, and new
offerings.
• Provide clear and precise information on services and
promotions to address customer questions.
Accurate Documentation:
• Record and update customer information accurately in the company’s system.
• Track cases and essential notes for follow-up.
Knowledge of Campaign Metrics (KPIs):
• Understand and manage KPIs such as average call time, first-call resolution rate, customer satisfaction, and more.
Achievements
• Consistently delivering exceptional performance in
comprehensive customer interaction management by efficiently resolving inquiries, meeting key performance indicators (KPIs), and proactively handling complex situations. This resulted in increased customer satisfaction, brand loyalty, and optimized operational processes, contributing to the company's success and reputation.
MARKETING INTERN
Comfandi, Cali
SEP 2019 - MAR 2020
• Pharmacy Visits: Conduct periodic visits to Comfandi network pharmacies to monitor compliance with standards and make necessary adjustments.
• Layout Implementation: Execute point-of-sale design changes based on layout plans, optimizing product arrangement to enhance the customer experience.
• Weekly Report Preparation: Prepare and present detailed reports on pharmacy performance, including key metrics and relevant observations.
• Marketing Strategies: Develop and implement marketing
strategies focused on the pharmacy channel to boost visibility and sales of specific products.
• Performance Report Presentation: Provide reports on sales, service levels, and other performance indicators, supporting informed decision-making within the marketing team.
Achievements:
• Optimized the management and performance of the pharmacy channel through marketing strategies, improvements in store layouts, and continuous monitoring of operational standards.
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