I am a driven software development student with over 9 years of experience in customer service and retention. I am highly organized and a collaborative team player with strong communication skills. I am recognized for my ability to provide exceptional service that ensures client tenure and positive feedback. I am extremely nimble and able to work with limited resources.
Throughout my career, I have gained valuable experience working as a Virtual Assistant and Customer Service Representative, where I have streamlined processes, collaborated with legal professionals, and managed client communications effectively. I am adept at handling challenging situations and building customer loyalty through personalized service.
My technical skills include proficiency in C++ and CLI, and I am fluent in both Spanish and English. I have also completed certifications in Python Based Soccer Analytics and Data Science, which complement my programming and analytical abilities.
I am passionate about continuous learning and self-management, and I bring strong problem-solving skills to every role. I excel in active listening and written and oral communication, which help me deliver excellent customer service and support.
I am eager to leverage my combined technical and customer service expertise to contribute to a dynamic team and help organizations achieve their goals through efficient and effective service delivery.
Streamlined document management processes, resulting in a 30% reduction in administrative errors; collaborated with attorneys to draft legal documents, ensuring accuracy and adherence to deadlines; managed a caseload of 50+ clients, maintaining meticulous records and facilitating smooth communication; assisted in preparing trial exhibits, ensuring compliance with court guidelines.
Provided friendly and efficient service to all customers, handled challenging situations with ease; built customer loyalty by providing personalized email responses, and actively worked to develop new customer relationships; maintained high-level product knowledge; received 97% quality assurance rating for conveying correct product features and benefits, as reported by analysts; consistently consulted knowledge base and previous cases to identify trends and areas of improvement.
Led team of 12+ agents to achieve monthly goals as outlined, while maintaining teamwork and a flexible environment on a daily basis; coached agents on opportunities found in their email interactions, in order to increase positive survey responses from 52% to 75%; monitored queue of emails and supervised workflow to always tackle pertinent tasks; tailored chat strategies to provide a timely service and reduce the handling time of interactions.
Technical Program in Digital Marketing and Basic Programming
High School Diploma
Technical Degree in Artificial Intellingence
Still in course.
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