Bilingual (EN / SP) Customer Experience Specialist

Lorena Vitali

City, Country: Cordoba, Argentina

Zip Code: 5010

Phone Number: +54-351*-******

Email address: ******.******@****.***.**

https://www.upwork.com/freelancers/~01cb9e121b12c84ae4 EDUCATION EXPERIENCE

National University of Cordoba (Universidad Nacional de Cordoba) Degree in English Teaching: ESL Teacher ~ Graduation July, 2003 PROFESSIONAL EXPERIENCE

Touch of Modern ~ San Francisco, CA ~Start November 2016 – Present Position Title: Seasonal Customer Service Associate

• Understand customer’s concern and respond to them in a timely manner.

• Provide a proper resolution.

• Provide appropriate follow-up.

• Make sure no problem is left unresolved.

• Make sure customers are satisfied with the resolution: average 95% ~94% CSAT a month. Zerovariance S.R.L ~Cordoba, Argentina ~Start September 2007 – End May 2016 Senior Quality Analyst

• Listen to recordings from Customer Service & Sales rep to ensure accuracy of information and correct call procedures. The recordings were in Canadian French.

• Monitor a team of Quality Analysts to ensure the analysis of calls was accurate.

• Review disputes of scores provided by analysts from the Call Center Sites.

• Review customer complaints from actual calls led by Call Center Reps to ensure the validity of the claim and correct call procedures.

• Calibrate calls on over the phone meetings to ensure guidelines were followed across Sites. Apex America ~Cordoba, Argentina ~Start September 2004 – End October 2007 CSS and PCS rep

• Take Inbound bilingual calls, English and Spanish.

• Assist customers with requests concerning landline service: billing, change of number, new service, service status.

• Take escalation calls and pre-connection calls - calls with a greater degree of complexity.

• Deal with customers’ complaints.

• Upsell when given the opportunity.

ADDITIONAL INFORMATION

Technical: Microsoft suite, Slack, Zendesk, Skype. Languages:

• Spanish: Native

• English: Advanced / Bilingual

• French: Conversational

SKILLS DEVELOPED TO THE DATE

• Interpersonal skills and problem-solving skills.

• Learning and adaptability skills.

• Self-management skills.

• Organizational skills.

• Computer skills and strong work ethic.

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