Nelly - Customer Support & Liaison Specialist with 5+ years in Service Industry

Monterrey, Nuevo León, Mexicoen

Resolved customer complaints efficiently at GearLaunch Inc, ensuring first contact resolution.

Acted as liaison between customers and vendors to facilitate order modifications and cancellations.

Published on CazVid

Summary

Experienced in providing customer and vendor support, resolving complaints, and guiding support teams to improve service quality.

Key Achievements

Monitored and guided customer support agents to maintain quality service metrics.

Skills

Customer ServiceAdvanced

Provided multi-channel customer support, addressing queries and complaints effectively.

CommunicationAdvanced

Utilized active listening and clear communication to resolve issues and assist clients.

Problem-solvingIntermediate

Handled complex customer complaints and vendor requests, ensuring prompt solutions.

Technical SkillsIntermediate

Used Zendesk, Slack, MS Office, and Order Desk to streamline workflows and support tasks.

Team MentoringIntermediate

Monitored and guided customer support agents to improve service quality.

Languages

Spanish(Native)English(Advanced)

Experience

CS Senior & Vendor Liaison Agent/ QA Specialist

GearLaunch Inc

2018 - Present

Provide customer support by phone, email and chat., Resolution of complaints in the first point of contact to solve problems such as: cancellations, changes, deliveries, exchanges, replacements and returns., Be the connection between the customer’s requests and the vendors, to make any cancellation, change, etc., Monitor cs agents and guide them to improve their skills in order to meet our quality metrics.