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Viviana
Senior Analyst for Customer Care Department
Contato
Competências
Provided customer support, problem resolution, and retention strategies across various roles.
Bilingual communication facilitation and report creation for diverse audiences.
Supervised customer care team, managed training, and improved team performance.
Elaborated and presented reports on call metrics and team performance.
Proficient in Microsoft Office, online communication tools, and data filtering for lead management.
Formação acadêmica
Idiomas
Resumo
Dedicated customer care professional with over 7 years of experience in team supervision, process improvement, and client retention across diverse industries, including mobility, education, and real estate.
Principais conquistas
- Led a team of 13-15 representatives in handling customer calls and advanced problem-solving.
- Developed and delivered training plans to adapt to changing customer support needs.
- Created comprehensive reports on call volume and quality to improve service standards.
Experiência
SENIOR ANALYST FOR CUSTOMER CARE DEPARTMENT
Handling a group from 13 to 15 representatives taking calls for the customer care line., Taking care of calls that required supervisor with advanced problem-solving skills., Elaborating and presenting reports such as quantity and quality of the calls handled by the team., Elaborating training plans...
ENGLISH TEACHER FOR PRESCHOOL AND ELEMENTARY SCHOOL
Teaching English language to elementary and preschool students., Creating reports about the students’ progress.
BACKOFFICE ASSISTANT FOR ONEPERCENTONLY.COM
Contacting leads to ask more details about the properties they were looking forward to rent/buy in the area of FL, USA., Filtering leads from a database and transmitting this information to the realtors.
RETENTION LINE REPRESENTATIVE
Handling retention processes with customers looking to cancel their contracts., Offering and selling new equipment and plans during the retention process.