Personal Assistant Customer
Resume:
Sabrina Viera Analyst,
Distribution Operations
Evolve Vacation Rental
August 2019 - June 2020
skills
& expertise
Experience with JIRA, Confluence,
Trello, Asana, Whimsical and Slack
Proficient in SQL, Excel, Google
Apps, Salesforce, and Sisense
Data Ambassador
Experience with APIs and 3rd party
integration
other skills
A creative streak with an appetite
for learning and an insatiable
curiosity
Consulting and management
Exceptional project management
skills with a knack to envision
incredible timelines
Effective communicator
Strategic problem solving
Internal & external artifact
development
Coaching and training
experience
Supervisor, Owner Support
Supervised the floor by providing mentoring, coaching and ongoing motivation
Improved overall customer experience by monitoring KPIs such as call percentage, live chat percentage, NPS and service-level agreement Troubleshooted API errors through trend analysis and data collection to identify areas for process improvement and automation Created and taught internal artifacts such as training decks, standard operation procedures, workshops, project plans and reports Conducted audits on inventory of 14,000+ properties and created follow-up reports for leadership and product team
Merging a background in
project management and data
analysis with over five years in
customer support. Passionate
about creating impactful
project plans and delivering
best-in-class products
through technology.
contact
*************@*****.***
LinkedIn: @Sabrina-Viera
Owner Support Specialist
Managed owner accounts by answering questions and resolving problems on all service channels (i.e. inbound/outbound phone calls, cases, emails, and live chats)
Maintained knowledge of and relationships between distribution partners: Airbnb, VRBO, HomeAway, TripAdvisor and FlipKey Snagajob
Customer Support February 2018 - August 2018
Resolved inbound customer questions through all service channels (i.e. cases, emails)
Collaborated with Advanced Support team on all customer issues if they required more in-depth troubleshooting
Understood all Snag product offerings with the ability to explain technical troubleshooting steps in clear and customer-friendly terms Evolve Vacation Rental
August 2018 - August 2019
Analyst, Distribution Operations Evolve Vacation Rental June 2020 - Present
Define, prioritize, and roadmap team vision including determining scope and stakeholders through quantitative skills, with an ability to manipulate data, conduct analysis, and draw meaningful insights to guide decision making
Represent our executive partners in the end-to-end success of projects from conception and acceptance criteria to launch, including post- launch analysis
Lead bug and issue collection, troubleshooting, communication, and escalation for entire company through Slack
Own partner-related training for Evolvers, including identifying needs, coordinating or conducting training sessions, and on-the-spot coaching Create and maintain documentation for internal teams on using and troubleshooting products used by those teams
Contact this candidate