Experienced Customer Support Specialist delivering exceptional service and solutions. Skilled in technical troubleshooting, team leadership, and cross-functional collaboration. Multilingual proficiency in English, Portuguese, and Spanish. Committed to delivering top-notch results and optimizing processes for client success.
Greetings! I'm Mayra, a dedicated customer service professional with a passion for delivering exceptional support. With five years of experience in the Tech industry, I thrive on optimizing processes, building lasting relationships, and driving customer satisfaction. My goal is to provide unparalleled service that enhances client experiences and contributes to overall business success.
- Multilingual Support: Fluent in English, Spanish, and Portuguese.
- CRM Expertise: Proficient in Zendesk, Salesforce, Freshdesk, and Freescout.
- Team Leadership: Skilled in managing and mentoring support teams to achieve excellence.
- Problem Solving: Experienced in technical troubleshooting and resolution.
- Process Optimization: Adept at improving workflows for enhanced efficiency.
- Data Analysis: Proficient in analyzing customer data to drive improvements.
As a Customer Support Specialist, I have honed my skills in delivering exceptional customer service to over 500 internal and external customers per month. My ability to identify and implement forward-thinking strategies such as personalized solutions and proactive communication has resulted in maintaining a 95% or higher customer satisfaction rating. Additionally, my proficiency in using troubleshooting resolution tools has enabled me to find appropriate solutions for 90% of customer inquiries.
As a Team Leader, I have successfully led and managed a team of customer support agents to ensure the timely and efficient resolution of customer inquiries. I have effectively monitored ticket flow and agent performance to improve first response time by 25% and reduce customer wait times by 15%. Additionally, my ability to analyze customer feedback has allowed me to identify areas of improvement, leading to an increase in positive customer feedback.
As an Operations Manager, I facilitated effective communication between department staff and management, resulting in a reduction in missed deadlines and an increase in productivity. I developed and implemented new processes and policies and investigated and resolved non-conformance issues, considerably reducing non-conformance incidents.
I'm driven by a genuine passion for customer service and a commitment to excellence. If you're seeking a skilled and motivated Multilingual Customer Support Specialist with team leadership experience and CRM expertise, I'd love to discuss how I can contribute to your projects. Let's connect and explore the possibilities!
Looking forward to our collaboration!
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