I am a digital customer service professional with more than five years of experience managing customer requests across web, chat, WhatsApp, and email channels.
I specialize in analyzing inquiries and complaints, resolving issues, managing cases, and maintaining accurate records in CRM systems while meeting SLA requirements.
I have experience in customer retention, including the evaluation and application of discounts and credit notes to improve customer satisfaction, loyalty, and service perception.
I am proficient in Zendesk, internal CRM platforms, Microsoft Office, Slack, and Google Workspace. I use these tools to organize tickets, follow up on cases, and collaborate effectively with internal teams.
I bring clear written communication, empathy, organization, prioritization, and a solution-oriented approach. My legal and teaching background also supports my ability to manage documentation, explain processes clearly, and provide customer-focused assistance.
Provided customer service through WhatsApp, handling inquiries and complaints related to mobile plans and services.
Analyzed customer requests and applied discounts and credit notes to support retention and improve service perception. Recorded cases in the CRM and ensured compliance with established SLA requirements.
Managed orders and delivered customer support through digital platforms and web channels, documenting requests in internal systems.
Resolved customer issues, processed credit notes, routed cases to the appropriate internal departments, and followed up on discount requests to meet SLAs, improve satisfaction, and support retention.
Provided customer service and complaint handling in digital environments, reviewing and analyzing each incoming request.
Managed contracts and supporting documentation, including digitization and routing to responsible departments. Organized internal processes, followed up on cases, and delivered clear responses focused on improving the customer experience.
Lawyer, Law
Master's Degree, Teaching with a Focus on Law
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