NAIHOMI FIGUEROA
San Juan
Summary
Dedicated Customer Service Specialist and sales, providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
17
17
years of professional experience
Work History
Sales Associate
Intra Technologies
San Juan, Puerto Rico
12.2023 - 05.2024
- Provided accurate information about products, prices and services.
- Attended weekly team meetings to review performance goals and objectives.
- Tracked sales performance metrics to identify trends in market place.
- Sold various products by explaining unique features and educating customers on proper application or usage.
- Engaged customers in friendly, professional dialogue to determine needs.
Marketing Specialist
Tmobile
Guaynabo
08.2022 - 09.2023
- Developed marketing strategies for existing products, services and new product launches.
- Analyzed consumer behavior and market trends to create effective marketing campaigns.
- Collaborated with sales teams to develop lead generation strategies across multiple channels.
- Worked closely with senior management to implement strategic communications plans and marketing initiatives.
Customer Service Specialist
Tmobile
Guaynabo
09.2015 - 09.2023
- Generated reports on customer feedback, trends, and other metrics for management review.
- Processed returns, refunds, exchanges according to company policies and procedures.
- Collaborated with colleagues from other departments in order to resolve customer concerns quickly.
- Investigated escalated customer complaints utilizing problem-solving skills to identify root causes of issues.
- Trained new hires on products and services, best practices and protocols to reduce process gaps.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Researched complex issues raised by customers, identified solutions, and provided timely responses.
- Ensured compliance with all applicable laws related to consumer protection regulations.
Customer Service Representative
Tmobile
San Juan
09.2007 - 06.2009
- Greeted customers and provided exceptional customer service.
- Assisted customers with product selection, queries, and complaints.
- Processed payments using a variety of methods such as cash, check, credit card and debit card transactions.
- Advised customers on product features, benefits and warranties.
- Resolved customer issues in an efficient manner while ensuring customer satisfaction.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
Education
Associate of Business Administration -
Ramírez Collage
San Juan07.2001
Some College (No Degree) - Interior Design
EDP University
San Juan, PRSkills
- Vendor Relations
- Customer Research
- Sales Expertise
- Sales Strategies
- Proficient in Excel, Power Point, SAP, Power BI, Dashboard
- Campaign Development
- Client Needs Assessment
- Complaint Resolution
- Customer Retention
- Senior Leadership Support
- Good Communication Skills
Timeline
Sales Associate
Intra Technologies
12.2023 - 05.2024
Marketing Specialist
Tmobile
08.2022 - 09.2023
Customer Service Specialist
Tmobile
09.2015 - 09.2023
Customer Service Representative
Tmobile
09.2007 - 06.2009
Associate of Business Administration -
Ramírez Collage
Some College (No Degree) - Interior Design
EDP University
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