🔅 Top-Rated Plus Freelancer on Upwork 🔅7+ years of experience 🔅Fluent in English, Portuguese, and Spanish 🔅Recognized for prompt and effective resolution of client concerns. 🔅Known for continuous improvement in customer satisfaction rate.
Hi, I'm Mayra, an experienced Customer Support Specialist with over seven years of expertise. As a freelancer, I offer a wide range of services in customer support and CRM management. This includes handling customer interactions, optimizing CRM systems, and leading support teams to achieve high efficiency and customer satisfaction. Fluent in English, Portuguese, and Spanish, I excel at providing top-tier support and technical troubleshooting.
Key Expertise:
Multilingual Support: Fluent in English, Spanish, and Portuguese
CRM Systems: Expert with Zendesk, Salesforce, Freshdesk, and Freescout
Technical Troubleshooting: Skilled in resolving complex technical issues
Customer Satisfaction: Proven track record of maintaining high customer satisfaction ratings
Project Management: Proficient with Asana, Monday.com, and Productive.io
Data Analysis & Reporting: Experienced in analyzing data to drive strategic decisions
Proficient in:
Customer Support Platforms: Hands-on experience with Freshdesk, streamlining ticketing systems and improving overall customer satisfaction.
Office 365 & Google Workspace: Configuring, upgrading, and migrating email systems and web hosting panels.
DNS Management: Configuring, managing, and troubleshooting DNS issues.
Customer Service Excellence:
High Satisfaction Rates: Managed over 500 customer interactions monthly, consistently maintaining a 95% or higher satisfaction rate.
Enhanced Response Times: Directed a customer support team to improve response times by 25% and reduce wait times by 15%.
Personalized Solutions: Implemented customized support solutions to enhance customer experiences and drive loyalty.
Leadership and Team Management:
Team Performance: Improved team communication and deadline adherence, significantly reducing non-conformance incidents through strategic process overhauls.
Training Programs: Designed comprehensive training programs, reducing onboarding time by 30% and increasing productivity by 15%.
Operational Efficiency:
Process Optimization: As an Operations Manager, optimized client resource allocation, delivering a 15% cost reduction while enhancing customer satisfaction.
Operational Improvements: Achieved a 20% improvement in operational efficiency by streamlining processes and improving team communication.
Industry Experience:
Retail & Food Service: Provided IT support for point-of-sale software, supply chain management, and inventory systems.
Technical Support: Expertise in cloud computing, software development, network administration, and help desk support.
Additional Skills:
Technical Writing: Creating technical documentation, user guides, knowledge base articles, and configuration guides.
Content Writing: Writing case studies, research reports, and articles.
Why Work With Me:
I bring a passion for service excellence and a commitment to operational improvement that can significantly elevate your customer support functions. My multilingual capabilities and CRM expertise enable versatile, high-quality client interactions across diverse demographics. I am dedicated to delivering solutions that foster long-term business growth and ensure customer satisfaction.
Call to Action:
Are you looking for a reliable and skilled Customer Support Specialist to enhance your customer experience and optimize your CRM systems? Let's connect and discuss how I can help you achieve your business goals. Reach out to me today!
Translation
Project Management
Stripe
Administrative Support
Management Skills
Zendesk
Phone Support
Online Chat Support
Salesforce CRM
Troubleshooting
Customer Support
Operations Management Software
Email Communication
Google Docs
Data Entry
