Gabriela Figueroa
Brisbane
Summary
Experienced with providing high-quality customer support across various channels. Utilizes strong problem-solving skills to address and resolve customer inquiries efficiently. Track record of excellent communication and maintaining positive customer relationships.
Overview
6
6
years of professional experience
Work History
Customer Support Specialist
Ben & Frank
07.2022 - 02.2025
- Assessment of quality indicators to obtain insights to uphold and improve customer satisfaction and loyalty.
- Improve the customer experience by maintaining a positive attitude, actively listening, and responding to customer issues with empathy via outbound calls and written media.
- Prioritize incidents according to their urgency and impact on our customers.
- Work with the different areas to improve the processes that contribute to the homologation of information, aiming to optimize results and facilitate teamwork.
- Assisted in the management of the CRM system to optimize the flow of information between departments for cohesive customer management efforts.
Written Media Agent
Atento / DiDi
06.2021 - 06.2022
- Customized written support to DiDi Food's three channels: customer, store and deliverer.
- Informed clients of policies and procedures.
- Edit templates for communication in written media.
- Deliver exceptional customer service through social media by proactively addressing concerns and fostering a positive experience.
Barista Trainer
Starbucks
06.2019 - 06.2021
- Ensure that new baristas have the skills and understanding to deliver outstanding customer service and maintain operational excellence by training them with positive reinforcement.
- Taught the proper procedures and strategies to maintain a clean and safe work space for everyone.
- Provide constructive feedback to improve workflow processes to enhance customer service and reduce wait times.
- Handled cash and processed payments accurately to avoid errors.
Education
No Degree - Digital Communications And Media
Universidad Del Valle De México
México01-2023
Skills
- Client relationship development
- Problem-solving
- Experience with CRM platforms
- Social media support
- Data Analysis
- Client relationship development
- Hospitality service expertise
- Ability to simplify information
- Effective problem resolution
- Collaborative teamwork abilities
Languages
Spanish
Native or Bilingual
English
Limited Working
Timeline
Customer Support Specialist
Ben & Frank
07.2022 - 02.2025
Written Media Agent
Atento / DiDi
06.2021 - 06.2022
Barista Trainer
Starbucks
06.2019 - 06.2021
No Degree - Digital Communications And Media
Universidad Del Valle De México
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