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Alexa
Customer Journey Analyst
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Competencies
Experiencia demostrada en Billing & Payment Processing.
Experiencia demostrada en Collections & Account Follow-Up.
Experiencia demostrada en Customer Retention & Re-Engagement.
Experiencia demostrada en Customer Support & Escalations.
Experiencia demostrada en Account Activity & Transaction Review.
Education
Languages
Summary
Customer Journey Analyst buscando nuevas oportunidades
Experience
Customer Journey Analyst
Analyzed account activity to identify inactive or at-risk accounts and implemented re-engagement strategies.. Conducted personalized follow-ups via phone, email, and SMS to encourage continued account activity.. Strengthened merchant relationships by addressing concerns, resolving issues, and maintaining consistent communication.. Tracked account status and follow-up outcomes to support retention goals and optimize the customer journey.
Bilingual Customer Service & Billing Specialist
Handle billing, payment processing, and customer account inquiries accurately in a high-volume environment.. Review customer account activity and payment history to identify irregularities and accounts requiring follow-up.. Use Salesforce CRM to manage, update, and document customer account information and case activity.. Track account status, payment activity, and performance metrics in Excel and internal systems; create reports that support team performance and case resolution.. Maintain confidentiality of sensitive financial and customer information.. Negotiate payment arrangements in accordance with established collection procedures and account guidelines.. Follow standard operating procedures (SOPs) to ensure accurate account handling and compliance with internal policies.. Conduct outbound customer calls to facilitate debt collection and encourage timely payment resolution.
Sales Representative (Freelance)
Managed sales and customer service for tours in Corcovado National Park.. Promoted ecotourism packages and provided personalized guidance based on clients’ travel needs.. Registered and updated client information using a CRM.. Coordinated with internal teams and local providers to ensure high-quality travel experiences and customer satisfaction.