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Callzilla - The Quality-First Contact CenterTrillingual Customer Service Agent
Nov. 2023ColombiaI provide support in German, English, and Spanish to customers in Germany, Austria, and Switzerland, ensuring efficient service and an exceptional customer experience. ▪️ Request Management & Customer Satisfaction: I maintain a CSAT of 85% and handle over 4,500 requests per year, delivering quick and effective solutions. ▪️ Handling Calls in German: I receive and manage customer orders, repair visit requests, claims, shipping status inquiries, and technical questions, ensuring accurate and timely responses. ▪️ Coordination & Logistics: I manage inventory and collaborate with logistics, billing, and customer creation teams, ensuring smooth and efficient processes. ▪️ Training & Leadership: I lead the onboarding and training of new team members, strengthening the service area. ▪️ Goal Achievement: I consistently meet key performance indicators (KPIs), ensuring high standards of quality and efficiency. ▪️ CRM Tools Management: I use Zendesk to log and track cases, ensuring traceability and effective resolution. ▪️ Customer Retention Focus: I apply a proactive and empathetic approach to strengthen customer relationships and enhance their experience with the brand.
MercacosmosAdministrator
Feb. 2021 - Jan. 2022ColombiaAs the Ecommerce Administrator, I managed key areas to ensure the smooth operation of the business, from logistics and inventory management to marketing and customer service. ▪️ Logistics Operations: Coordinated the shipping and returns process through a logistics software platform, optimizing delivery times and enhancing the customer experience. ▪️ Inventory Management: Continuously monitored product availability, reducing stockouts and ensuring seamless operations. ▪️ Finance & Accounting: Managed income and expense tracking, ensuring accurate accounting for strategic decision-making. ▪️ Digital Marketing: Designed and executed advertising campaigns on Facebook and Instagram Ads, creating engaging content that boosted brand visibility and conversions. ▪️ Customer Service: Provided support through social media, WhatsApp, and phone calls, strengthening audience relationships and improving customer retention.
Servicio Nacional de Aprendizaje (SENA)Educational Monitor
Jul. 2018 - Oct. 2018ColombiaAs an Educational Monitor, I supported students and teachers by managing administrative and technical tasks to ensure smooth operations within the institution. ▪️ Documentation & Data Management: Organized files and records using Excel, maintaining accurate and up-to-date information. ▪️ Technical & Administrative Support: Assisted students and teachers with various technical and administrative needs. ▪️ Reporting & Confidentiality: Prepared reports and handled confidential information with efficiency and discretion. ▪️ Database Management: Maintained and updated student and teacher databases to ensure accurate records. ▪️ Policy Compliance: Monitored adherence to institutional policies and procedures within the assigned area. ▪️ Record Keeping: Generated logs and control records, ensuring proper documentation and reporting.
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Musician, Teacher, Producer/Sound Recording Engineer, Podcast editor, Translator, Executive Assistant @ Schusterdrums.com, Colegio Andino Deutsche Schule Bogotá
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Musician, Teacher, Producer/Sound Recording Engineer, Podcast editor, Translator, Executive Assistant @ Schusterdrums.com, Colegio Andino Deutsche Schule Bogotá
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Costumer Support Expert @ Teleperformance Colombia