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Work Background
StakeCustomer Service Specialist
Apr. 2024Colombia- Use of Intercom to assist users via chat and email.
- Assist users with inquiries about their bets, such as Asian, and European markets, verifications, etc.
- Provide insights according to the interactions we had to improve our service level in weekly meetings.
- Back office tasks, such as reviewing users’ registration and verification status and running corrections as needed for future reference.
UVteamDeveloper of a new campaign (TRiO Plus) | Team lead (Honeybee)
Mar. 2021 - Dec. 2023Bogotá, Capital District, ColombiaTRiO Plus: Compliment with SLA agreement. - Design Zendesk usage for effective communication.
- Upload properties on a Marketplace. - Run event invitation campaigns by sending emails individually for leasing purposes. - Update daily and weekly reports in Google Spreadsheets to show the population of each bucket.
- Help develop strategies to enhance conversion rate.
- Cleaning up the data on the Marketplace (Heroku App/Sharetribe). Honeybee: Responsible for overseeing, investigating, and solving product and service complaints. Handle direct client requests to ensure the internal processes are properly completed.
Use CRM tools to assist customers through calls, emails, and chats.
Run supervisor’s call to help the customers with special inquiries.
Ensure the quality of our service was guaranteed.
Develop collections strategies.
Reporting the amount of money collected, in risk of being written off, users in delinquent status, etc.
Reporting the number of calls, emails, and chats for a deeper view of the progress within the month.
In charge of processing tier-two special requests. Use CRM(s) and communication tools to assist customers through calls, tickets, and chats.
SutherlandGoogle Workspace Consultant (Technical Support).
Sep. 2019 - Nov. 2020Bogotá, Capital District, ColombiaI was responsible for providing technical support and customer service to Google Workspace clients applying the best people skills in a didactic way. - Ask probing questions to identify customers’ product issues.
- Google Help Center article usage to provide solutions to customers.
- The Google Help Center article link was attached to recap emails to prevent future calls related to similar issues of the previous interaction.
- Use Salesforce to follow up with customers if the issue was not resolved during the interaction.
- Provide support to other LOBs' agents when the queue was overloaded.
- Make outbound phone calls to offer deeper support in case screen sharing was needed.
FoundeverCollections Agent (Oportun).
Aug. 2017 - Jul. 2019Cali, Valle del Cauca, ColombiaFront line agent on GenColl (General Collections), Recoveries, and Specialty departments. - Responsible for collecting the money owed by the customers. - Setting up recurrent payments.
- Prevent the customer from changing their bucket stage by collecting the amount owed or setting -payment plans/settlements.
- General collections by confirming the reason for delinquency, rescheduling the payment, etc.
- Provide extensions to eligible customers (i.e. COVID, Hardship).
- Recovery of money owed by customers with 1000+ days of delinquency.
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