Dedicated and versatile professional with a proven track record in leadership and specialized roles within the customer service and training domains. Demonstrated expertise as a Training Team Leader, adept at overseeing and orchestrating local and US remote online product training, leading and mentoring trainers, and crafting comprehensive training materials. Proficient in creating product knowledge guides and troubleshooting resources using applications such as Notion and Learning Management Systems.
Experienced in the role of a Product Trainer, adept at conducting dynamic training sessions for both local and US remote teams. Specialized in updating and maintaining product knowledge guides within the Notion application, ensuring training materials are current, accessible, and aligned with organizational standards.
Versatile in the realm of Tier 2 and Escalations, excelling in providing specialized support for customers with inquiries related to financial apps. Proven ability to handle escalated cases with a high level of expertise, collaborating effectively with internal teams for prompt issue resolution.
As a Quality Assurance Analyst, demonstrated proficiency in evaluating the quality of customer representatives' interactions across multiple channels. Skilled in utilizing Playvox software to conduct in-depth analyses of quality calls, contributing to improved customer satisfaction and continuous process enhancement.
Finally, adept in the dual role of a Customer Service Representative and Back Office Specialist, excelling in assisting customers via inbound calls, chats, and emails. Proficient in using Zendesk for seamless communication, monitoring product inventory, and conducting outbound calls to follow up on unreturned rental products. Proven ability to navigate complex customer issues and maintain a high standard of service delivery.
Overall, a results-driven professional with a diverse skill set encompassing leadership, training, customer service, and quality assurance, equipped to contribute effectively to organizational success.
