Fernanda Atwood

Managed and documented client records across property management systems to ensure data accuracy and completeness for front-line teams. Tracked recurring client issues and coordinated with operational teams to resolve discrepancies and improve case handling.

Managed complex billing and technical escalation cases using structured resolution processes, reducing client churn and improving retention. Maintained a 98% accuracy rate in HubSpot CRM case documentation and acted as the escalation bridge between technical support and client-facing teams.

Handled high-volume inbound phone and email cases, triaging and routing inquiries to the appropriate resolution paths with speed and accuracy. Achieved a 4.8/5.0 customer satisfaction rating and documented all interactions and feedback in HubSpot CRM to support continuous service improvement.

Managed multi-channel communications for institute leadership, handling inquiries from international partners with professionalism and discretion. Produced structured reports and session minutes and coordinated logistics for large-scale, multi-stakeholder events under shifting priorities.

Implemented Zendesk to centralise and document stakeholder interactions, improving case traceability and response consistency across the team. Audited and updated thousands of contact records in the CRM database and managed high-volume outbound phone inquiries while maintaining clear, professional communication.

Completed a Postgraduate Diploma in Management with Gender Perspective at the University of Chile in 2022.

Earned a Bachelor's Degree in Political Science & Management / Public Administrator from the University of Chile; the degree is noted as recognized in Germany as equivalent to Politikwissenschaftler (Bachelor) via an anabin database entry.