Sidney Santana-Miranda
701 Cleveland St 1410
Overview
2
2
years of professional experience
Work History
Bilingual Lead Customer Care
Mobi
Work From Home, US
11.2022 - Current
- Provided guidance and support to customer service representatives.
- Maintained up-to-date knowledge of company products and services.
- Analyzed customer feedback surveys and implemented changes accordingly (CSAT).
- Oversaw daily operations of the call center team including scheduling shifts, assigning tasks.
- Work with other departments through Slack to ensure a smooth workflow across all channels of communication.
- Tracked customer issues and worked closely with relevant teams to resolve them quickly.
- Reviewed existing processes and proposed solutions for efficiency gains (Knowledge Base)
- Participated in cross functional meetings to discuss upcoming initiatives related to customer service (Lead Syncs).
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Planned and completed group projects, working smoothly with others.
- Actioning and assigning reports through Asana & Google Sheets.
- Creating biweekly the CXC schedule.
Bilingual Customer Care Specialist
Mobi
Work From Home, US
09.2021 - 11.2022
- Answered inbound customer calls, responding to inquiries and resolving complaints in a professional manner.
- Provided support for customers with questions about products or services in both English and Spanish.
- Translated documents from Spanish to English and vice versa as needed.
- Assisted customers with order placement, payment processing, delivery status updates, account maintenance, and other related requests.
- Collaborated with various departments to resolve customer issues through Slack.
- Used problem-solving techniques to quickly resolve any technical issues that arose during calls.
- Actioning reports like the: Recurring Promo, Weekly Plan Change, 411 Unblocking, NPS follow-ups, Covid Payment Assistance, Spanish Learning Initiative, and others.
Skills
- Customer Service
- Scheduling
- Project Management
- Problem Resolution
- Documentation and Reporting
- Proficient in Google Docs Editors
- Computer Skills
- Performance Evaluations
- Attention to Detail
- Strong Work Ethic
Languages
Spanish
First Language
English
Advanced (C1)
C1
References
References available upon request.
Timeline
Bilingual Lead Customer Care
Mobi
11.2022 - Current
Bilingual Customer Care Specialist
Mobi
09.2021 - 11.2022