PATRICIA

COMMERFORD

PERSONAL INFORMATION

E-mail: ad30tn@r.postjobfree.com

Phone: +1-484-***-****

LinkedIn: www.linkedin.com/in/p-commerford

Address: Easton, Pennsylvania, US 18042

Nationality: Spanish - American

LANGUAGES

Spanish - Fluent

English - Fluent

CERTIFICATIONS

Specialist in Administrative Management of

Clinical Trials (CTA)

Instituto Fundación Teófilo Hernando

SAP Conceptos e Iniciación

Logali Group

I worked as an Assistant Laboratory Manager for Dr. Ephraim Govere, eminent professor at PSU.

Among other responsibilities, the position required up-to-date maintenance of inventory for various laboratories, training of students of Masters and Doctorate degrees in the proper use of the laboratory equipment, and maintenance of said equipment.

•Offer customer support via telephony system and email with excellent verbal and written communication skills

•Specialized in customs procedures, technical troubleshooting, and incidence management at an international level, in English and Spanish

•Deescalating stressful situations calmly and with empathy,maintaining customer satisfaction as the highest priority

•Excellent productivity results and customer satisfaction Customer Care Representative

Cigars International October 2014 - July 2017

Pennsylvania, United States

EMPLOYMENT

FedEx Express S.L. October 2017 - September 2022 Madrid, Spain

Sales Agent/Customer Service

Pennsylvania State University September 2009 -

May 2011

Pennsylvania, United States

Assistant Laboratory Manager

Customer Support Agent

Packlink S.L. September 2022 - Peresent

Madrid, Spain

•Entirely remote position, completing all tasks in an efficient and timely manner with minimal supervision

•Work with Zendesk ticketing system and live chat, able to skillfully multitask while offering excellent service and support

•Support with billing, pick-ups, labels, technical issues, deliveries, customs procedures, and general queries

•Manage customer claims, studying each case and making important financial decisions while maintaining the customer’s satisfaction in mind, offering authorized goodwill gestures when applicable

•Continuously outstanding Quality Monitoring, CSAT, and Productivity results

•Provide customer support via telephony system, offering excellent service promptly and efficiently in a high-call-volume environment

•Assist customs with product orders, delays and general queries

•Specialized in sales and upselling, offering recommendations using product knowledge and customer preferences

•Excellent productivity and customer satisfaction

SKILLS

· Proficiency in CRM software

· Proficiency in Zendesk

· Typing speed and accuracy

· Knowledge of ticketing systems

· Technical troubleshooting abilities

· Data entry proficiency

· Fluency in multiple languages

· Office Package (Word, Excel, PowerPoint)

· Ability to navigate knowledge bases

· Handle high-volume workload

· Skilled multi-tasker

· Conflict resolution skills

· Excellent written and verbal communication

· Familiarity with helpdesk software

EDUCATION

Pennsylvania State University 2009-2011

Major in Chemistry, First and Second year

Nazareth Area High School 2007-2009

High School Diploma

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