Customer Service Support

Contact

*********@*****.***

www.linkedin.com/in/natalia-ford-

a6a31a275 (LinkedIn)

Top Skills

Cross-functional Coordination

Cross-functional Team Leadership

Conflict Resolution

Languages

English (Native or Bilingual)

Spanish (Native or Bilingual)

Natalia Ford

Customer Support Director at Tranont

Springville, Utah, United States

Summary

I am a bilingual, native Spanish-speaking Customer Service Manager with 8 years of experience managing teams of 35+ agents, including team leads and managers. I have a strong track record of collaborating and strategizing with QA teams to improve CSAT scores, working with cross-functional teams to drive seamless operations, and developing new policies while complying with company-wide rules and regulations.

As a passionate leader committed to providing exceptional support services, my approach emphasizes collaboration and positivity, fostering a culture of excellence within my team. I prioritize accountability, consistently exceeding expectations, and continuously seek to improve and adapt to new challenges. I strive to create a work environment where everyone feels valued and heard. I am deeply committed to mentoring and supporting my team members, empowering them to reach their full potential. Experience

Tranont

Director Customer Support

June 2023 - June 2024 (1 year 1 month)

Lehi, Utah, United States

-Directed the operations of the Customer Service department, including call center oversight.

-Implemented an efficient ticketing system (TalkDesk) to streamline processes and enhance service delivery. Results from this initiative immediately improved wait time and resolution times by 75% within the first few weeks of implementation.

-Managed KPIs related to customer success. Tracked and analyzed metrics, and implemented strategies to enhance customer and user experience by organizing and facilitating weekly workshops on key skill development. Page 1 of 3

-Built a knowledge base within the ticketing system documenting onboarding, training, and team processes.

-Created a Quality Assurance (QA) team and promoted a QA Manager.

-Collaborated with the QA Manager to implement QA scores, coaching, and employee recognition programs.

-Introduced CSAT surveys to phone calls, achieving an average daily customer satisfaction score of 4.8 out of 5 by managing reports on customer engagement and satisfaction, using data for strategic decision-making and proper coaching.

-Restructured the department, and managed a team of 40 agents, including 3 managers and 5 team leads.

-Mentored and promoted managers and team leads under my guidance. Younique Products

Customer Service Manager

September 2015 - June 2023 (7 years 10 months)

Lehi, Utah, United States

-Experienced in building relationships with peers, fostering a positive work environment.

-Managed 4 Team Leads on best practices and protocols to enhance productivity.

-Managed a team of 36 agents. I promoted open communication, collaboration, and continuous support to establish trust and minimize attrition.

-Conducted one-on-one meetings to help resolve dissatisfaction or disengagement.

-I promoted team members to Premier, Social Media, Recognition team, and quality assurance positions. Some advanced to Team Leads or joined the Compliance team, reflecting our commitment to performance and customer satisfaction.

-Conducted weekly performance evaluations of Team Leads, offering recommendations for promotions, corrective actions, or disciplinary actions based on progress and productivity.

-To optimize productivity and satisfaction, I delegated tasks based on skill levels, resulting in increased productivity and customer satisfaction scores

(CSAT).

-I assisted Team Leads with empathy and active listening when handling escalations. I evaluated their performance, offering recommendations for promotions or corrective actions.

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-Monitored CSATs and QAs performed by TLs and provided training as needed.

-Managed administrative tasks like attendance, timesheets, and shift coverage. I escalated issues to the communications/content team, updated knowledge base content, and addressed technical problems promptly.

-Collaborated with market Vice Presidents, assisting with escalations and providing policy updates. I also offered Spanish translation support. Dialiogue Marketing

Customer Service Representative

December 2009 - October 2012 (2 years 11 months)

Orem, Utah, United States

• Processed orders from customers in South America, specifically Chile and Argentina.

• Assisted customers in resolving various issues, including undelivered orders, missing products, and expired merchandise exchanges.

• Listened to customer suggestions, acknowledged their needs and complaints, and provided effective solutions.

• Prioritized customer satisfaction as a primary goal. XanGo

Customer Service Representative

September 2008 - September 2009 (1 year 1 month)

Lehi, Utah, United States

• Provided prompt and effective solutions to customer and distributor problems in the Customer Service Department, including handling complaints, offering solutions, and processing orders.

• Managed multiple software programs required for the job, including Microsoft Office, MLM, and Data Trax.

• Filed distributor contracts and scanned documents to their files, as well as sent faxes to be signed.

Education

BYU-Pathway Worldwide

Business Administration and Management, General · (April 2023 - September 2023)

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