Luis Cabrera
Baulkham Hills
Summary
Highly empathetic and skilled bilingual professional, fluent in Spanish and English. I have a proven ability to build exceptional rapport and foster meaningful relationships. A dedicated team player who thrives in collaborative environments, consistently contributing to shared goals and success. Known for a proactive approach to learning, always seeking opportunities to expand knowledge and develop skills to better serve individuals and teams. Passionate about creating positive experiences and delivering high-quality support through effective communication and unwavering dedication.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Internal Account Manager
Capital Transport Services
03.2024 - Current
- Assisted in the development of sales strategies to secure new business opportunities and grow existing accounts.
- Boosted customer satisfaction with timely resolutions to inquiries, addressing their concerns effectively and professionally.
- Managed a diverse portfolio of clients, ensuring the highest level of customer satisfaction and personalized support.
- Enhanced team productivity by collaborating closely with colleagues, sharing insights, and implementing best practices for account management.
- Strengthened client relationships by providing exceptional account management and proactive communication.
Customer/Roadside Support Specialist
Tesla Motors Australia
04.2020 - 02.2024
- Resolve complex customer concerns regarding their Tesla Vehicles.
- Troubleshooting vehicle concerns in real-time while analyzing data from vehicles.
- Liaising with Service Technicians in Service Centres to update customers on the progress of their vehicles.
- Dispatching Roadside Assistance to customer who find themselves in need of assistance across Australia and New Zealand.
- Assisting customers when they place accessory orders and investigating issues that arises with the Warehouse and Courier partners.
- Providing exceptional Customer Service while working in a fast-paced environment.
- Managing service queues and answering enquiries via email and phone.
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Mentored junior team members in mastering complex technical concepts, bolstering the overall capabilities of the support unit.
Case Manager/Customer Service
Volvo Cars Australia
08.2019 - 04.2020
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Explore customer concerns relating to vehicle, service or product, by contacting various resources and providing recommendations to reach case resolution Investigate and recommend levels of financial assistance for customer claims.
- Provide multiple specialized services to customers for a range of products or services, difficult complaint and fault inquiries, deployment of services and staff.
- Follow Occupational Health & Safety policy and procedures.
- Provide a greater amount of leadership to less experienced employees.
Key Account Manager/Customer Service
James Hardie
08.2017 - 08.2019
- Inbound calls from distributors & generation of quotes.
- Increased client satisfaction with proactive communication and personalized support throughout projects.
- Liaising with field reps for orders and other enquiries.
- Taking orders over the phone and/or through Salesforce and SAP.
- Liaising with Dispatch teams across Australia to organize transport of goods.
- Developed strategic relationships with key clients by conducting regular business reviews and identifying growth opportunities.
- Managing key accounts (In my current portfolio I managed 7 key accounts across VIC, NSW and QLD).
- Liaising with finance to organize credits and returns on faulty or damaged stock.
Customer Solutions Executive
Nikon
01.2017 - 07.2017
- Serving customers over the counter at the Service centre.
- Spearheaded initiatives to improve internal communication among team members, fostering a more collaborative work environment.
- Liaising with technicians with customer’s repairs
- Organizing transport via couriers for client’s cameras and/or gear.
- Implemented training programs for new hires, improving overall team performance and reducing turnover rates.
- Processing return authorization from retail stores and liaising with the finance team.
- Managing repair cases with other authorized repair centres around Australia.
- Technical troubleshooting with Professional photographers and novice users.
- Managing service queues and answering enquiries via email.
General Equipment Consultant/Sales
Coca-Cola Amatil
06.2013 - 01.2017
- Inbound repair calls from existing customers.
- Inbound sales calls.
- Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
- General consumer calls.
- Delivery support calls.
- Liaising with internal and external stakeholders nationwide (Field reps, distribution Managers and drivers etc.).
- Reached many KPI’s and surpassed them.
- Over 700+ upsells from Jan - June2016.
Apple Specialist/IOS-Telco Champion
Apple Inc.
06.2011 - 01.2013
- One to one interaction.
- Troubleshooting customer concerns around their computer or smartphone devices.
- Personalized solutions.
- Telecommunications Solutions for Consumer and Businesses.
- Internal Training (Telco Systems).
- Visuals (Opening and Closing Store.
- Product delivery in-house.
- Participated in multiple Product Launches.
Education
Diploma - Counselling
TAFE NSW
12-2024
Certificate III - Information Technology
TAFE NSW
01.2008
Skills
- Complex Problem Solving
- Strong communication and interpersonal skills
- Hard working & organized
- Motivated and dedicated
- Over 10 years experience in the customer service industry
- Excellent communication
- Active listening
- Rapport and relationship building
- OSX and Windows environment
- Reliable and professional
- Team player
- Relationship management
Accomplishments
Completed my Diploma in Counselling in 2024.
I was also involved in launching 'Roadside Assistance' in Australia and New Zealand with Tesla Motors in 2020.
Managed a team of 15 during my time at Apple during product launches and also trained over 400 colleagues in the 2 years I was with Apple.
Certification
Diploma in Counselling - December 2024
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Internal Account Manager
Capital Transport Services
03.2024 - Current
Customer/Roadside Support Specialist
Tesla Motors Australia
04.2020 - 02.2024
Case Manager/Customer Service
Volvo Cars Australia
08.2019 - 04.2020
Key Account Manager/Customer Service
James Hardie
08.2017 - 08.2019
Customer Solutions Executive
Nikon
01.2017 - 07.2017
General Equipment Consultant/Sales
Coca-Cola Amatil
06.2013 - 01.2017
Apple Specialist/IOS-Telco Champion
Apple Inc.
06.2011 - 01.2013
Certificate III - Information Technology
TAFE NSW
Diploma - Counselling
TAFE NSW
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