Freelancer profile translated to English.

Description

Professional with over 6 years of experience in Customer Service, Customer Experience, and Administrative Management. Experience in customer support, incident resolution, KPI monitoring, and SLA compliance. Proficient in tools like Zendesk and WhatsApp Business, with experience in multichannel customer service (email, chat, phone, and messaging). I stand out for my organization, communication, autonomy, and results orientation. I am looking to collaborate as a freelancer on Customer Service, User Support, and Administrative Assistance projects.

Industry field of expertise

Languages

Spanish
Native or bilingual
Portuguese
Native or bilingual

Workplace preferences

Remote only

Primarily works remotely

Isaac
Team Leader / Customer Service
May 2024 - Today (2 years and 3 months)
Leadership of a team of 8-10 people. KPI monitoring, development of action plans, and continuous feedback application. Design, optimization, and continuous improvement of processes to increase operational efficiency.
Customer Experience Customer Service Team Management Process Optimization Zendesk
Isaac
Customer Service Specialist
February 2020 - March 2024 (4 years and 1 month)
Management and resolution of critical incidents and systemic cases through multichannel support (phone, email, and chat). Management of KPIs (FCR, ART, CSAT, and NPS) and analysis of productivity metrics. Demand planning and operational team sizing. Optimization of internal processes and workflows through continuous improvement initiatives.
Customer Service Customer Support Process Optimization Administrative Support Customer Experience
Agenda Edu
Customer Service and Implementation
February 2018 - May 2020 (2 years and 3 months)
Implementation and onboarding of SaaS platforms. Customer service through multichannel channels (phone, email, and chat). Analysis of the customer lifecycle to drive adoption and loyalty. Development of retention and churn reduction strategies.
Customer Service Customer Support Customer Service Zendesk