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Customer Service Specialist with 5+ years in e-commerce and CRM
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Competencies
Utilized CRM platforms for case management, documentation, and follow-up to enhance customer interactions.
Engaged effectively across chat, phone, and email channels to support diverse customer needs.
Applied Basic SQL and Python for structured data management and automation tasks.
Developed and executed personalized retention strategies resulting in decreased churn rates.
Languages
Summary
Experienced in high-volume customer support, account management, and retention strategies within e-commerce and tech environments. Skilled in CRM tools, multilingual communication, and data handling, committed to delivering tailored solutions and building rapport with clients.
Key Achievements
- Handled partner inquiries at Amazon, resolving complex issues in high-volume settings.
- Reduced customer churn at SSG Global through proactive, personalized retention strategies.
- Promoted to Quality Reviewer at Amazon after demonstrating accuracy and multilingual support skills.
Experience
SPS Associate
Handled partner inquiries and account issues, delivering tailored solutions in a high-volume, fast-paced environment., Communicated in English and Portuguese to retain high-value accounts and resolve complex problems., Built rapport and managed expectations through empathetic communication and...
Retention Specialist
Proactively reached out to at-risk customers, uncovering pain points and offering personalized retention strategies., Delivered loyalty-oriented solutions that reduced churn and increased customer lifetime value., Maintained detailed notes in CRM and helped streamline retention messaging across the...
ML Data Associate
Promoted to Quality Reviewer based on performance and accuracy in multilingual support tasks., Ensured high-quality data input and provided peer coaching to elevate team standards., Supported internal feedback loops for improvement in data management processes.