At Global Solutions SpA, I handled customer issues across ticketing, live chat, email, and phone for the Latam market. I reduced average response time by 20% by optimizing reply templates and automating basic processes in Zendesk.
I also managed complex complaints and used negotiation and conflict resolution to restore customer satisfaction, maintaining CSAT above 92%. I prepared regular reports on contact reasons to suggest improvements to product and service flows.
At Venta Directa Online SpA, I supported domestic and international customers with returns, deliveries, refunds, and order-status questions. I coordinated with logistics and warehouse teams to address delivery issues.
I used Salesforce to track the customer lifecycle and contributed to the website FAQ, helping reduce repetitive inquiries by 15%. I hold a degree in Business Administration from Universidad Culinary de Chile.
