Melissa M.

Melissa M.

BogotaColombia

Virtual assistant & Customer care/Data analysis & trends

My name is Melissa, I live in Bogotá, Colombia, since 2011 when I decided that I wanted to look for something new and different in my life. I found my passion for Customer Service by luck and since then I have been working on improving my soft and hard skills to provide the best service I can to each one of my clients. I can assure you that somebody with people skills who can provide the corresponding information in any given circumstance would be a great help so their clients and the company rest assured that everything is going according to the plan. I have certified time management practices, Excel, and neurolinguistic programming, I’m proactive, curious, and attentive to details and I love an everyday learning job. I have a broad experience in customer support, over the past 11 years I have been following up on open cases calling the clients every 1-2 days to make sure that they have all the updates necessary for their cases and request any additional information that may be needed to resolve their inquiries. I have learned, throughout the years, to provide assurance about an issue being resolved and be a trusted POC for whatever is needed. I learn very easily to filter the items per department to redirect the corresponding information to the person in charge. With this type of service, I was able to maintain an NPS over 75 for the last 3 years and an FCR% above 83% making sure that the clients did not have to call back asking for more information. I have managed different communication channels to contact clients including phone calls, email, chats, ticketing systems, and the company’s communication channel to provide and ask for information to resolve clients’ inquiries. I’m very tech savvy, so I can easily learn any given tools to keep in contact with anyone and maintain all the tasks, meetings, and appointments on sight to comply with each item, document, or request that I will be receiving.

Skills

Melissa M.

Melissa M.

BogotaColombia

Virtual assistant & Customer care/Data analysis & trends

Specializes in
My name is Melissa, I live in Bogotá, Colombia, since 2011 when I decided that I wanted to look for something new and different in my life. I found my passion for Customer Service by luck and since then I have been working on improving my soft and hard skills to provide the best service I can to each one of my clients. I can assure you that somebody with people skills who can provide the corresponding information in any given circumstance would be a great help so their clients and the company rest assured that everything is going according to the plan. I have certified time management practices, Excel, and neurolinguistic programming, I’m proactive, curious, and attentive to details and I love an everyday learning job. I have a broad experience in customer support, over the past 11 years I have been following up on open cases calling the clients every 1-2 days to make sure that they have all the updates necessary for their cases and request any additional information that may be needed to resolve their inquiries. I have learned, throughout the years, to provide assurance about an issue being resolved and be a trusted POC for whatever is needed. I learn very easily to filter the items per department to redirect the corresponding information to the person in charge. With this type of service, I was able to maintain an NPS over 75 for the last 3 years and an FCR% above 83% making sure that the clients did not have to call back asking for more information. I have managed different communication channels to contact clients including phone calls, email, chats, ticketing systems, and the company’s communication channel to provide and ask for information to resolve clients’ inquiries. I’m very tech savvy, so I can easily learn any given tools to keep in contact with anyone and maintain all the tasks, meetings, and appointments on sight to comply with each item, document, or request that I will be receiving.

Skills

More than 30 hrs/week

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