Consultant & Customer Service Consultant & L2 Support Specialist

Odborníčka v oblasti služieb zákazníkom s takmer 10-ročnou praxou. V súčasnosti pracuje pre spoločnosť poskytujúcu platformu pre výrobu. Platforma je v cloude. Poskytuje technickú podporu a poradenstvo pre zákazníkov, odpovedá na tikety a rieši problémy v prípade akýchkoľvek problémov. Má prehľad o všetkých technológiách uvedených v pracovnej pozícii Kandidátsky popis. Nepracovala však s nimi a rýchlo sa učí. Plynule ovláda angličtinu a španielčinu, portugalčina je jej materinský jazyk. V neformálnej komunikácii sa dokáže dohovoriť aj po francúzsky.

Technical Support Representative: March 2020 - Present

• Provided customer support for a cloud smart manufacturing application, including answering questions, troubleshooting complex software configurations, and implementing software enhancements. Conducted research and managed user support requests, escalating them to the appropriate product team when necessary. Managed work queues within the Service Cloud to meet service level commitments and collaborated with internal departments and customers to ensure timely delivery. Offered functional and technical guidance to customers on new enhancements, modules, and features, while assessing their needs and advising them on available services. Built strong relationships with customers and internal team members and contributed to the enhancement of the Knowledge Management System.

Customer Care Specialist: March 2015 - December 2019

• Provided day-to-day support and care for customers using Avast software, resolving technical issues and collecting valuable insights for other departments. Created and maintained documentation and web content, ensuring its accuracy and relevance. Assisted with translation tasks and collaborated with project managers and translation vendors as needed. Conducted market research and supported the customer care team in addressing inquiries and concerns. Played a key role in identifying and resolving issues that could impact timelines, contributing to a seamless customer experience.

Lead Content Producer: September 2013 - October 2014

• Provided leadership, guidance, and mentoring to a web production team, ensuring efficient content management. Entered web content into a content management system and deployed it to test environments. Conducted market research to inform content creation and collaborated with project managers and translation vendors. Identified and resolved issues that could affect timelines, maintaining high-quality standards. Supported the customer care team and liaised with other departments to ensure smooth operations.

Bilingual Administrative Assistant: May 2013 - July 2013

• Provided office support to executives, managers, and professionals, assisting with various administrative tasks. Implemented and supervised a branch in Rio de Janeiro, managing bookkeeping, planning, and scheduling activities. Maintained and organized files, conducted research, and communicated with others via telephone, post, or email. Assisted with day-to-day operations and played a role in ensuring effective communication between departments. Supported the fidelity program and handled payments using various methods.

Receptionist and Ambassador Le Club: January 2013 - May 2013

• Delivered excellent customer service, addressing inquiries in a professional and courteous manner. Managed reservations, cancellations, and no-shows according to company policy. Conducted regular security checks and reported any issues to the line manager. Acted as the ambassador for the Le Club Accorhotels fidelity program, promoting its benefits. Collaborated with other hotel departments and handled payments through cash, checks, and credit cards.