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Ana
Trilingual Customer Service Agent
Contato
Competências
Designs and implements strategies to enhance customer satisfaction and retention, driving business growth.
Optimizes customer interactions to improve satisfaction and loyalty across multiple channels.
Equips teams with tools and knowledge to achieve sales targets and improve cross-selling effectiveness.
Identifies inefficiencies and implements improvements to streamline operations and enhance service quality.
Formação acadêmica
Idiomas
Resumo
Dedicated to delivering exceptional customer experiences and exceeding sales targets. Skilled in team leadership, process improvement, and cross-cultural communication. Proven ability to enhance customer satisfaction and drive revenue growth.
Principais conquistas
- Consistently achieved high CSAT scores through effective issue resolution and follow-up across multilingual support roles.
- Led and coached teams to surpass performance targets in customer satisfaction, sales, and operational KPIs.
- Delivered technical support and sales in high-pressure environments, maintaining quality and compliance standards.
- Successfully managed cross-selling initiatives, boosting revenue and customer engagement.
Experiência
Trilingual Customer Service Agent
Provided customer support in English, French, and Spanish for an international fashion account.. Maintained high customer satisfaction (CSAT) through effective issue resolution and follow-up.. Handled order management, shipment tracking, returns, and damaged product claims with accuracy and efficiency.. Contributed to retention by ensuring timely and empathetic post-sales support.
Bilingual Technical Support & Sales Agent
Delivered technical support to U.S.-based customers while maintaining quality and compliance standards.. Achieved sales and cross-selling targets in commission-based environments.. Supported customers within a U.S. health insurance account, ensuring accurate information and service continuity.. Met productivity and quality KPIs while working with CRM tools and multichannel platforms.
Supervisor / Team Lead – Sales & Customer Service Account
Led and coached customer service and sales teams consistently meeting and exceeding performance targets.. Managed core KPIs including CSAT, sales conversion, revenue attainment, AHT, quality scores, and schedule adherence.. Improved sales performance by supporting agents in cross-selling techniques and objection handling.. Reduced escalations and repeat contacts by strengthening post-sales support and first-contact resolution.. Collaborated with internal stakeholders to optimize workflows, contributing to higher operational efficiency and team productivity.