Customer Service Support

EVANY IBANEZ

***********@*****.*** · +44-778*-***-***

Thank you for taking the time to consider my application. I have extensive experience working as a remote Customer Support Professional for a Fintech organisation, as well as for other industries, such as for a SaaS, Wellbeing, Coaching, Fitness and hospitality.

I am highly empathetic and passionate about delivering outstanding service, possess great analytical and problem-solving skills, and am very outcome oriented. I am tech-savvy, highly organised, with a sharp eye for detail, and I am very happy and comfortable working independently, as well as part of a team.

I have excellent communication skills, am fully bilingual in English & Spanish, possess excellent research skills, and am highly computer literate.

As an individual, I constantly seek to improve and continue to progress by gaining new skills and knowledge, as I believe growth is something we should always strive for, hence I am always eager to learn to use new tools and platforms.

I would love to have the chance to be considered as a strong candidate for this position. Best wishes,

Evany

EXPERIENCE

JANUARY 2022

CUSTOMER SUPPORT ADVOCATE (REMOTE), GOCARDLESS LTD. (INTERNATIONAL ONLINE DIRECT DEBIT PROCESSOR)

Main responsibilities:

• Responsible for dealing with customer service tickets and enquiries, working with Zendesk and a variety of other tools, including via social media channels as required.

• Sales Support, liaising with the Sales team as required. to further expand information about our services, features, functionalities and advantages.

• Delivering B2B first-rate support to UK, European, North American and Australian users.

• Remote customer service & support: taking care of new enquiries, providing the required guidance, advice, and information as required.

• Monitoring and resolving queries considering customers’ SLAs. 2

• Thoroughly following and applying the relevant security protocols in place.

• Data entry.

• Completing varied admin and operational tasks as required.

• Reporting technical issues/bugs to the Technical/Product team.

• Staying up to date on a daily basis with new feature releases and technical issues.

• Identifying and keeping records accordingly to follow-up customers that may require additional assistance.

• Liaising with the sales department on a regular basis to assist signing-up new customers.

• System management: data input, tasks and updating as required.

• Following the internal procedure for customer service operations and meeting its service level goals.

• Regularly and as necessary liaising with other internal departments such as the Compliance and Technical team, as well as with third-party service providers.

• Identify customer queries which require a high level of technical expertise.

• Doing my best to solve problems, deliver outstanding service and customer satisfaction.

• Dealing with customers’ complaints and feedback.

• Handling inbound customer calls effectively, while delivering the right balance of accuracy, speed and efficacy, in order to provide a satisfactory response and solution. 2018 - 2021

CUSTOMER SERVICE, ADMIN & MARKETING, MY URBAN TRAINER. Customer Service & Administrative support for My Urban Trainer, a London's fitness and mobile personal training services company.

Responsibilities:

• Remote customer service & support: taking care of customer enquiries via email and other online channels, providing the required information, advising on our packages and most suitable options in a personalised and efficient manner.

• Updating of website elements, packages, products and programs.

• Market research

• Marketing strategies research and implementation

• Recruitment of new candidates:

- Reviewing candidates CVSs and resumes.

- Scheduling interviews.

- Interview of candidates.

• B2B Sales, signing up new corporate customers for corporate entities such as hotels.

• Customer retention and account renewal.

• Dealing with customers’ complaints and feedback.

• Database management: constant input and updating as required.

• Creating new contracts, collateral and invoices as required.

• Online marketing tasks.

2009 – 2019

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CUSTOMER SERVICE MANAGER, MARKETING & SALES SUPPORT, DETOX-FIT LTD. Working for Detox-Fit, a London's top fitness, mobile personal training & nutritional services company.

As the Manager I was dealing with many different aspects of the efficient running of the business, including signing up and dealing with clients at a customer service level, taking care of marketing tasks, the creation of collateral documents, developing and creating new content, including documents such as training and how-to guides, and the ongoing updating of the website at many different levels. I was also involved in the process of recruiting and hiring new trainers, taking care of food diary analysis and reports, schedules and many other tasks. Main responsibilities:

• Customer service & support: taking care of new enquiries, providing the required information, advising on our packages and most suitable options, etc, both via email, online channels and phone.

• Writing and editing a variety of web content, including both text and images.

• Social media channels moderation.

• Signing up new B2B deals including high-profile organisations such as Gucci London.

• Ongoing online research to identify new trends and opportunities.

• Customer retention and account renewal.

• Marketing tasks as required, including implementing new tools, campaigns and events.

• Dealing with customers’ complaints and feedback.

• Nutritional support, dietary plans, diet analysis and reports.

• Database management: constant input and updating as required.

• Marketing: events, collateral, email campaigns, direct marketing, etc.

• Contracts and invoices.

• Website design.

• Sourcing and hiring new personal trainers:

- Reviewing candidates CVSs and resumes.

- Scheduling interviews.

- Interview of candidates.

• Design of brand clothing.

• Sales strategy.

2017 – 2018

OWNER & MANAGER, SANCTUARY LTD. (RESTAURANT)

Together with my partner I was in charge of virtually everything required in order to set up and run the restaurant. From setting up the whole business from scratch to designing the place and arrange all the logistics, interviewing and hiring the staff, designing the menus, taking care of the marketing action plans, preparing and issuing collateral material, creating the website, taking care of our social media channels, dealing with customers, suppliers, and anything else involved. 2009 – 2012

SALES AGENT, SEBASTIAN ESTATES

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CUSTOMER SERVICE & ADMIN ASSISTANT, SEBASTIAN ESTATES Main responsibilities:

• Customer Service: being the first point of contact from the beginning, taking care of new enquiries and clients, matching them with potential suitable properties, conducting viewings, answering to all their questions, following up accordingly, providing them with any information needed, and guiding them in the whole sales process via email or phone. Solving any issues effectively and as necessary.

• Dealing and interacting with landlords as required, in order to confirm all the right details for the sale of their property, arranging viewing appointments and advising on feedback and offers from buyers.

• Liaising with tenants as required when arranging viewings.

• Ongoing email and phone support as required.

• Database input and ongoing management.

• Updating new properties’ details.

• Assisting with photo editing of new properties.

2006 – 2008

PERSONAL TRAINER, THE HURLINGHAM CLUB

I worked as a Personal Trainer for the exclusive Hurlingham Club. My role was customer-focussed, as I was in charge of taking care of clients, preparing custom fitness plans for them, and providing them with one-to-one regular personal training sessions. I also run a group class for women on a weekly basis.

2004 – 2006

CUSTOMER SERVICE, INSIDE SALES & MARKETING, ILOG

ILOG was an international software company that was later purchased and incorporated into IBM. It created enterprise software products for supply chain, business rule management, visualization and optimization.

I first joined the UK branch in Bracknell in capacity of Customer Service and Front of House Receptionist, until an Inside Sales & Customer Service position opened. I also regularly assisted the Marketing department with logistics and in the preparation of events and collateral. Main responsibilities:

• Customer Support & Service: taking care of existing customers’ accounts, dealing with enquiries both via email or phone and solving problems effectively and as necessary.

• Answering customers’ enquiries and providing support within our agreed response time.

• Renewal of Software Packages: I was in charge of taking care of the customers’ renewal software, issuing them with a new renewal contract and any software keys as required.

• Liaising with the Technical Department accordingly in order to help customers with any specific software issues.

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• Ongoing database management.

• Organizing training courses for customers, and taking care of all the necessary logistics involved such as notifications, correspondence, room, material, instructors, collateral availability, etc.

• Assisting the marketing department in the preparation of events, presentations, campaigns, etc. 2003 – 2006

INSIDE SALES, ILOG SPAIN (MADRID)

ILOG was an international software company purchased and incorporated into IBM as announced in January 2009. It created enterprise software products for supply chain, business rule management, visualization and optimization.

I initially joined ILOG as Front of House and main receptionist. After a period of about 1 year, I progressed into an Inside Sales position, for which I was responsible to take care of a number of customer accounts, ensuring that all was ok, providing assistance when required, processing the software renewals, as well as welcoming and setting-up new customer accounts. Main responsibilities:

• Main reception and switchboard. Dealing with all visitors, phone calls and also a number of email queries on a regular basis.

• Customer Support & Service: taking care of existing customers’ accounts, dealing with enquiries both via email or phone and solving problems effectively and as necessary.

• Answering customers’ enquiries and providing support within our agreed response time.

• Renewal of Software Packages: I was in charge of taking care of the customers’ renewal software, issuing them with a new renewal contract and any software keys as required.

• Liaising with the Technical Department accordingly in order to help customers with any specific software issues.

• Ongoing database management.

OTHER ROLES

• Cognitive Behavioural Therapy & NLP (Neuro Linguistic Programming) Coach

• Freelance editor, proof-reader and copywriter

• Personal Life Coach

• Personal Trainer

• Nutritional & Lifestyle Coach

• Freelance website designer & creator

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SKILLS

• Strong computer skills: proficient with Microsoft Office suite, including Word & Excel, Adobe

Photoshop, Adobe InDesign, Adobe Acrobat,

SharePoint, WordPress, very strong Internet

Research Skills, database management, Zendesk,

Slack, Trello and other tools

• Bilingual (English & Spanish)

• Resourceful

• Able and happy to multitask

• Excellent communication skills

• Excellent research skills

• Excellent writing & editing skills

• Fast thinker

• Proactive

• Image editing

• Creative

• Highly organized

• Customer Service & Support

• Research

• Document formatting

• Coaching & Mentorship

• NLP (Neuro Linguistic Programming)

• Self-motivated

• Basic HTML/CSS knowledge

LANGUAGES

• English – Highly proficient speaking and writing

• Spanish – Native

• French - Basic

Contact this candidate