Danithsa Vega

Customer Service Analyst – OPS (Process Optimization & Client Resolution Specialist)

Johnson & Johnson MedTech

Jul 2024 - Current (2 years 3 months)

• Process over 100 customer orders and inquiries weekly with 98%+ accuracy, ensuring strict adherence to SOPs and SOX audit standards.
• Achieved a 95%+ case resolution rate and 85%+ first-contact resolution for both standard and complex cases.
• Consistently exceeded internal performance KPIs, contributing to an NPS above 80 and customer satisfaction >90%.
• Coordinated with cross-functional teams (Logistics, Finance, Sales) to resolve billing and order discrepancies, reducing cycle times by 12%.
• Led improvement initiatives to enhance SOPs and internal controls, increasing operational efficiency.
• Identified automation opportunities, improving case-handling productivity by 10%.
• Promoted a collaborative

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Service Advisor – Retention Specialist

Mentone Toyota

Jan 2022 - Jan 2023 (1 year 1 month)

• Increased customer engagement by 15% through strategic communication and retention strategies.
• Managed invoicing, billing, and reporting with over 90% satisfaction, enhancing department efficiency.
• Supported the sales team in achieving a 20% revenue increase through client-focused service.
• Addressed inquiries and complaints, maintaining high customer satisfaction levels.
• Maintained electronic filing and documentation to compliance standards.
• Assisted with email, scheduling, and internal support for operational flow.
• Acted as liaison between executives and stakeholders, ensuring prompt follow-ups. Show less

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Administrative Clerk – Receptionist

Mentone Toyota

Feb 2021 - Dec 2021 (11 months)

• Delivered high-quality customer service, handling inquiries and ensuring client satisfaction.
• Improved document management processes, achieving 95%+ filing efficiency.
• Supported administrative operations, enhancing team productivity.
• Managed complaints and queries, ensuring timely resolution and positive customer experience.
• Provided general office support including scheduling and email handling.

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General Bookkeeper

Protective Film Pty Ltd

Jun 2020 - Oct 2020 (5 months)

• Recorded transactions and maintained accurate bookkeeping in XERO.
• Conducted bank reconciliations and managed accounts receivable, reducing outstanding balances by 95%.
• Verified supplier invoices, improving financial accuracy by 20%.
• Responded to financial queries, increasing stakeholder satisfaction by 30%.

Administrative Director

Banco Davivienda

Nov 2018 - Aug 2019 (10 months)

• Supervised a team of 6, exceeding 95% of organizational and sales targets.
• Streamlined administrative workflows, boosting efficiency by 25%.
• Fostered a culture of high-standard customer service, increasing satisfaction ratings by 40%.
• Reduced staff turnover by 50% through mentorship and career development support.

Commercial Advisor

Banco Davivienda

Oct 2014 - Oct 2018 (4 years 1 month)

• Consistently exceeded monthly sales targets by 25%.
• Conducted successful telemarketing campaigns, increasing revenue by 20%.
• Provided financial advice, building trust and loyalty with a 35% improvement in customer retention.
• Collaborated in team efforts to boost customer satisfaction by 30%.
• Resolved client inquiries related to banking transactions promptly and accurately.

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Administrative Assistant

COOLIDERES

Feb 2010 - Nov 2010 (10 months)

• Proficient in appointment scheduling and coordination using software
• Skilled in managing invoicing and administrative tasks with accuracy and efficiency
• Experienced in providing excellent customer service and resolving complaints promptly and professionally
• Strong communication skills, both written and verbal, for clear and concise interactions with guests and team member

About

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Résumé

Danithsa Vega

About

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Behavioral traits