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Laura
Customer Service & Support Specialist with 4+ years in Client Relations and Technical Assistance
Contacto
Competencias
Extensive experience in resolving client issues via email, phone, and technical support channels.
Proficient in clear, empathetic communication tailored to diverse customer needs and technical contexts.
Skilled in team performance analysis, coaching, and operational management to optimize team outcomes.
Strong ability to troubleshoot API integrations and technical issues within print-on-demand and insurance sectors.
Effective in managing multiple campaigns, training initiatives, and performance metrics simultaneously.
Educacion
Idiomas
Resumen
Dedicated professional with over 4 years of experience in customer service, technical support, and team supervision across diverse industries, including print-on-demand, insurance, and travel. Skilled in communication, problem-solving, and process improvement.
Logros Clave
- Successfully managed technical API support at Gelato, enhancing integration processes for clients.
- Led team performance analysis at All State, improving operational efficiency and customer satisfaction.
- Promoted from email to inbound call support at Teleperformance, demonstrating adaptability and customer-centric skills.
- Contributed to training and escalation processes, ensuring high-quality service delivery across multiple campaigns.
Experiencia
Technical Support Specialist
Providing technical support for APIs within the print-on-demand sector, specifically with a focus on integration with Gelato., Proficient in assisting users with the navigation and utilization of e-commerce platforms, ensuring a smooth workflow through our Gelato integration., Dedicated to enhancing user experiences and optimizing print-on-demand processes.
Supervisor for All State
Worked as an Operation supervisor at the Roadside assistance line of All State Insurance., Conducted a comprehensive analysis of team metrics and individual performance for each of my team members., Led a 10 people team and made sure we always stay on top of our customer service metrics., Collaborated closely with the quality team on a weekly basis.
Customer service representative (email and call) for STRIPE campaign
Provided support to several companies of all sizes around the world., Worked around 10 months in the emails line and then got promoted to the inbound calls line., Helped the training team by creating presentations to clarify topics in regards the product.
Customer service representative & Escalation Agent for ALG campaign
Provided support to both Travel Agents and direct clients regarding quotes and sales of travel packages., Worked as an Agent assist specialist thanks to my deeply knowledge in the product., Escalation agent representative.