Support Agent Customer Service
Resume:
Jeronimo Garcia Marcos
Customer Support Professional
******@*****.** • +44-776*-******
Liverpool, UK
Client-focused and results-driven professional with extensive experience engaging with customers and delivering high- quality services. Ability to combine sales, marketing, and business development expertise to drive significant revenue growth. Skilled in providing consultations/advice and building profitable relations with clients. Adept at maintaining strict adherence to high standards of quality and customer satisfaction throughout all phases of service delivery. Areas of Expertise
Team Building
Planning & Analysis
Customer Service
Relationship Building
Marketing Management
Client Engagement
Technical Issues Resolution
Regulatory Compliance
Management Reporting
Professional Experience
Badoo Ltd. – London, UK 04/2017 – Present
Social Customer Care Agent (09/2021 – Present)
Bridge communication gap between customers as well as organisation and create better experience for clientele. Maintain optimum digital presence on social media by managing all digital campaigns, advertising, and marketing. Engage with clients and ensure swift resolution of queries and complaints while retaining high service standards. Keep abreast with latest social media trends, innovations, and changes. Conform all work activities to policies, rules, regulations, and guidelines.
● Recognised as “Fast Resolver” by capitalising on deep understanding of most common issues and company policies, achieving positive impact on overall feedback. Billing Lead Agent (05/2021 – Present)
Update customers on services, premium features, prices, and payments for Spanish market. Ensure utmost client satisfaction by swiftly resolving refund issues and service questions. Support continuous improvement of company’s billing services by gathering feedback and communicating same to relevant departments.
● Delivered exceptional customer service and increased frequency of positive feedback from customers.
● Reduced number of refunds by 3% while guiding team on maintaining positive customer feedback. Spanish Content Moderator (04/2017 – 02/2022)
Conducted data-driven assessments and developed as well as launched policies to effectively manage profiles with suspicious activities and/or bad behaviour. Provided moderation services to keep online activities highly engaging, appropriate, and safe. identified subtle differences in meaning of digital communication and enforced terms of use by carefully monitoring reports of abuse on-site.
● Recognised for excellent performance through “Moderator of the Year 2019” award.
● Covered for manager and leveraged expertise and experience to sustain productivity. Spanish Support Agent (04/2017 – 05/2021)
Provided excellent service experience to all Badoo users through effective resolution of technical issues. Built and sustained professional relationships with all users by meeting all service needs while upholding all quality standards. Coordinated with users, gathered feedback on areas of improvement, and formed recommendations to relevant departments.
● Ensured continuity of support services by providing cover for manager during absence. Caffè Nero, London, UK 12/2016 – 02/2018
Shift Leader (03/2017 – 02/2018)
Formulated plans and strategies to support seamless management of shit operations. Guided team of skilled staff members and managed all back- and front-of-house activities. Tailored all café operations around customers and fostered welcoming, customer-centric environment conducive to sales maximisation. Evaluated existing business volume, prepared sales Page 2 2
forecasts, and accordingly aligned all business activities. Sustained optimal product inventory to support seamless business activity. Contributed to professional development of staff through training and development. Updated management on operational progress through regular reporting.
● Encouraged team, provided advice and increased upselling of team by 2% during assigned shifts. Barista (12/2016 – 02/2018)
Guided patrons with selecting suitable beverages and efficiently prepared orders to meet requirements of each customer. Processed all transactions, managed returns, and kept cash register as per organisational policies and rules. Enforced control over opening and closing operations while conforming to side-work checklist. Adhered to quality expectations and standards throughout course of service delivery.
● Achieved one of fastest promotions to the position of shift leader in organisation’s history by demonstrating exceptional work performance.
The Blakeney Hotel, Blakeney, UK 09/2015 – 09/2016 General Assistant in Bar & Restaurant
Fostered safe, healthy, and welcoming environment as well as greeted and seated customers while meeting all hotel standards. Supported team in delivering memorable service experience to all guests. Coordinated with customers, took orders, and served beverages as per order specifications. Maintained all cash registers and collected all payments against services rendered.
● Delivered high-quality service and ensured customer satisfaction throughout course of engagement. Additional Experience
Assistant Diver, Underwater Contractors Spain, Algeciras, Spain (07/2015 – 09/2015) Assistant Diver, Underwater Contractors Spain, Algeciras, Spain (09/2014 – 11/2014) Customer service, Correos S.A., San Roque, Spain (08/2014 – 08/2014) Barman, Pub El Trocadero, Algeciras, Spain (10/2011 – 05/2012) Education
Master in Professional Archaeology
University of Granada
University Degree in History
University of Granada
Licenses & Certifications
Professional Diver Certificate, Junta de Andalucía
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