Hi there! Thank you for coming to my profile! If you're here, let's talk about how I can help with one or more of the following:
✔️Email Support (Fast Responses)
✔️Live Chats
✔️WhatsApp, Facebook and IG Messages
✔️Order tracking, providing status, etc
✔️Zendesk, Salesforce, ServiceNow ticketing support
✔️Troubleshooting tech issues
✔️Moderation on Social Media
✔️Customer Follow Up and Customer Service
✔️Data Entry
✔️Transcription and Translation Services (English/Spanish)
✔️Help with Product Review
✔️Provide App reviews (App Store and PlayStore Feedback)
✔️Maintenance of customer database
✔️Shopify Order fulfillment
✔️Virtual Assistance
A little bit about myself: I love technology, reading, meeting new people and being part of new projects. I'm sure that I can be a great asset for your company and contribute to its growth, taking care of your customers, their issues and solving them. I really enjoy to learn about other cultures and their history.
About my background: I am Customer Service and IT Support Expert who has been working in the Customer Service Industry for 6 years. For two and a half years I worked as an Agent/QA for a Multinational Company called Fitbit, the leading global wearables brand of the high-tech Fitness trackers industry. I handled chats, calls and emails for 2.5 years (2 months as an agent and the rest as an Analyst) providing tech support, reviewing orders, updating account information, exhausting troubleshooting with step by step instructions, providing replacement units when necessary and answering any type of inquiries of potential customers about the products and services.
I always followed procedures and policies, troubleshooting till confirming that it was necessary to review the warranty or discuss the case with another team. At Fitbit, we had 3 levels of customer service (Tier 1, Tier 2 and Tier 3) On a daily basis, I had to decide when to escalate a case and place special tickets for higher review (from the Engineering team) when aplicable. I have experience facing very high email queues (2.000 daily) with an average EPH (Emails per hour) of 4-5-6 (Client's target) some emails were complex because I also provided support for the Fitbit app, Social media, etc. Updating information or double checking details in huge data bases (using Google Sheets or Excel) Chat queue used to be high at almost every hour, so I was required to flex and start taking two chats at the same time.
After those 2 months, I achieved a promotion to become a Quality Assurance Analyst (Customer Satisfaction and QA) and start being part of the Tier 2 Team. Based on metrics, teamwork and overall performance. My job as a QA Analyst was to analyze different metrics of the agents and the business itself, auditing their cases and making sure that Fitbit’s policies were followed, so we could develop strategies that would be applied in the operations, in order to improve the customer experience score and provide a better service to our customers. I kept taking chats, calls and emails on a daily basis though as a secondary task, always focused on customer's satisfaction and their specific needs. I have learned a lot thanks to that experience. The key for me is, patience, understanding what customers may need and providing clear information while keeping an eye on every little aspect. Those are the key elements to provide great support and a personalized experience.
I'm very serious with my jobs and give the best of myself. Always punctual and disciplined, fast and efficient, interested in learning more everyday and very autonomous. After being trained or receiving instructions, I will work with little or without supervision and provide great results. I have big goals in life and that's why I'm looking for a part time job, so I can continue improving. I'd like to find a job here at UpWork that covers 2 - 4 hours more of my daily schedule. I have a lot of energy. Tools and software I have used: I have used many Customer Service tools such as: Hubspot (chat and sales), Salesforce, the new version Of HipChat, SAP HR Module, VPNs, Google Sheets, Social Media, SNow, Tawk, Asana, Gorgias, Intercom, etc