Santiago Baquero Navarrete
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Multilingual Customer Service Representative.
Barcelona, Catalonia, Spain
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work
Full-time jobs
Résumé
Jobs
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- RTechnical supportRingover North AmericaSep 2024 - Current (2 years 2 months)
Customer Care SpecialistAmenitizSep 2023 - Apr 2024 (8 months)Delivered exceptional customer support, consistently maintaining a customer satisfaction rate of 85% through prompt and effective resolution of inquiries via email, chat, and phone. Resolved customer issues with a high success rate, employing active listening and analytical thinking to quickly identify and address concerns.- Claims advisor and Customer Service AgentExoticcaFeb 2022 - Sep 2023 (1 year 8 months)-Investigated and responded to over 100 customer complaints/claims, ensuring compliance with SLA requirements and achieving 90% resolution rate. -Developed procedures to meet legal claims regulations across 5 markets, driving an increase in overall customer satisfaction by 20%. -Monitored social media channels for incoming claims/complaints, leading to a 30% improvement in response times. -Attended daily calls from customers & suppliers while mediating between internal teams to resolve issues efficiently within 24 hours. -Collected qualitative feedback from customers through Voice of the Customer program which enabled prioritization of high-impact NPS cases by 25%. -Aggregated reviews from own & third party sources into centralized database
- Inbound Customer Service RepresentativePaackSep 2021 - Jan 2022 (5 months)- Handle incoming customer contacts (via telephone, e-mail, chat or other channels) while creating and logging tickets into the system -Solve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. -Follow communication procedures, guidelines and policies for responding to our customers.
- Supply Chain & Customer ServiceAlice's GardenSep 2019 - Sep 2021 (2 years 1 month)- Export orders every day from our CRM to the warehouses so they can be shipped - Create product listings on our website and all marketplaces such as Amazon and Manomano - Understand which carriers we use and why, taking care to understand cost implications - Management of Sage Accounting Software to keep track on record refunds and stock movements. - Manage warehouse stocks. -Train the warehouse team on our product range so they know how to inspect and repair. - Liaise with carriers daily to track parcels and raise queries. - Book return collections for our customers with our carriers. -Multi-tasking, managing several tabs simultaneously including internal CRM tool, external softwares and the back offices of our partners. Oversee presales,
- Bilingual Customer Service RepresentativeAmer SportsNov 2018 - Jun 2019 (8 months)- Handle incoming customer contacts (via telephone, e-mail, chat or other channels) while creating and logging tickets into the system using Salesforce/ Magento
• Providing technical, up-to-date and relevant information on all products and offering advice and recommendations to consumers.
• Ensuring correct presentation of Amer Sports’ corporate and brand images in all interactions. Representing their main brands in the US Market such as Salomon and Wilson.
• Make outbound contacts to consumers (via telephone and email) in response to generated issues by following up with additional information or updates. Show less - Customer Service RepresentativeTeleperformanceMay 2017 - Jul 2018 (1 year 3 months)1. Taking Chats/Calls from Customers regarding their inquiries about the company, or their accounts 2. Accomplish all the metrics required by the client depending on the month and the requirements. 3. Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- CajeroCentral de EnviosJun 2015 - Apr 2017 (1 year 11 months)Currency exchange. Send and receive money from all over the world. Organize the customers profiles for SPI requirements depending on the company
- OInsurance AgentOVB Allfinanz EspañaMar 2015 - Jun 2015 (4 months)1. Advised and counseled customers through precise communication which insurance plans best suited their needs and budget 2. Aided clients with premiums, effective dates, policy terminations, and additional policy riders 3. Calculated premiums and established payment methods for sales.
Education
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- master, Grado en Periodismo, Journalism, 4.0Universitat Abat Oliba CEUJan 2015 - Jan 2017 (2 years 1 month)