Summary
Overview
Work History
Education
Skills
Certification
Languages
References
Timeline
Generic

Valeria Villamizar

Sydney,NSW

Summary

Valeria is renowned as a dynamic and dedicated Customer Support Officer with over five years of experience in delivering exceptional service to a diverse clientele. Renowned for swiftly resolving complex issues, enhancing customer satisfaction, and fostering long-term loyalty through empathetic communication and proactive problem-solving. Adept at utilizing CRM software and data analytics to streamline processes and improve service delivery. Recognized for outstanding interpersonal skills and a strong commitment to continuous improvement, making a significant impact on customer retention and company reputation.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Customer Service Manager

Examroom AI
Sydney, NSW
08.2020 - Current
  • Deliver standardised range of evidence based injury prevention and management programs to our client base.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Developed and implemented strategies for providing excellent customer service experience.
  • Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
  • Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries.
  • Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
  • Assisted in developing an effective system for tracking client requests from initial contact through resolution.
  • Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
  • Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
  • Drafted scripts for agents handling incoming calls so that they can respond accurately and effectively.
  • Researched industry best practices in order to develop innovative approaches towards improving efficiency within the Customer Service Department.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Evaluated and authenticated returns, exchanges and voids.
  • Monitored phone calls to provide feedback and coaching.
  • Set clear expectations and helped employees pursue optimal paths for achieving each target.
  • Conducted training and offered staff development opportunities to decrease process lags.
  • Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
  • Organized client contracts, records and reports to strengthen traceability.
  • Processed documentation and troubleshot discrepancies to build client rapport.
  • Audited customer account information to identify issues and develop solutions.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Delegated work to staff, setting priorities and goals.
  • Created and managed budgets for travel, training and teambuilding activities.

Customer Success Representative

Abrantix
Newcastle
10.2020 - 12.2022
  • Analysing a patient's medical history to assess any potential risks that exercise may pose.
  • Provided exceptional customer service and technical support to customers via phone, email, and chat.
  • Assisted customers with product setup, troubleshooting, and general usage questions.
  • Investigated customer complaints and identified appropriate solutions.
  • Collaborated with cross-functional teams to identify root causes for customer issues.
  • Managed customer accounts by monitoring usage levels, providing updates on new features or enhancements, and ensuring renewal deadlines are met.
  • Prepared and evaluated CRM reports to identify problems and areas for improvement.
  • Liaised between customers and retail buyers to expedite orders and meet customer demands.
  • Oversaw warranty counseling process to manage expense controls.
  • Led on- and off-site customer support teams across multiple time zones.
  • Prepared and sold broad range of customized merchandise to individuals and commercial accounts.

Customer Support Specialist

N2WS (Veeam Company)
01.2019 - 09.2020
  • Identifying relevant data sources for business needs.
  • Provided technical support to customers by responding to inquiries and resolving issues in a timely manner.
  • Assisted customers with product installation, troubleshooting, and usage questions.
  • Responded to customer emails and phone calls promptly, courteously, and professionally.
  • Investigated customer complaints regarding product quality or service rendered.
  • Maintained up-to-date knowledge of company products, services, policies, and procedures.
  • Created detailed reports on customer feedback for management review.
  • Prepared daily activity reports summarizing activities related to customer support requests.
  • Monitored trends in incoming requests from customers for identifying potential problems or opportunities for improvement.
  • Coordinated with third-party vendors when necessary for resolving escalated customer issues.

Education

Bachelor's Degree - Psychology

Arden University
10-2026

Commerce

UTEL University
10-2022

Skills

  • Service Delivery Optimization
  • Technical Support
  • Handling Escalations
  • Workflow Management
  • Report Preparation
  • Schedule Coordination
  • Talent Development
  • Call Center Operations
  • Quality Assurance
  • Complaint resolution
  • Account Management
  • Regulatory Compliance
  • Budget management
  • Group classes and 1:1 sessions
  • Data infrastructure setup
  • Database development and maintenance
  • Trend and pattern analysis
  • Report preparation
  • Strategy implementation and monitoring
  • Project tracking and analysis
  • Predictive modeling for revenue, profit, customer growth, and sales
  • Training and mentoring
  • Call Monitoring
  • Excellent time management skills
  • Coordinating Service Initiatives
  • Skilled multi-tasker
  • CRM Software
  • MS Office
  • Issue Resolution
  • Time Management
  • Conflict resolution techniques
  • Relationship Building
  • Focused on customer satisfaction
  • Continuous Improvement
  • Turnover Minimization

Certification

  • CPR/AED/First Aid - CBD College
  • Working with Children Check - Public Service Association of New South Wales

Languages

English
Native/ Bilingual
Spanish
Native/ Bilingual
Italian
Full Professional
Portuguese
Professional

References

References available upon request.

Timeline

Customer Success Representative

Abrantix
10.2020 - 12.2022

Customer Service Manager

Examroom AI
08.2020 - Current

Customer Support Specialist

N2WS (Veeam Company)
01.2019 - 09.2020

Bachelor's Degree - Psychology

Arden University

Commerce

UTEL University

Similar Profiles

CREATE PROFILE
Valeria Villamizar