Andrea Lalún

Andrea Lalún

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Renewals Supervisor at Samsara
Jacksonville, Florida, United States
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Full-time jobs

Timeline

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Résumé

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  • Samsara
    Renewals Supervisor
    Samsara
    May 2025 - Current (1 year 5 months)
  • Samsara
    Renewals Specialist Team Lead
    Samsara
    Feb 2024 - May 2025 (1 year 4 months)
  • Samsara
    Renewal Specialist
    Samsara
    May 2022 - Feb 2024 (1 year 10 months)
  • Samsara
    Billing Support Team Lead/SME
    Samsara
    Nov 2021 - May 2022 (7 months)
    ●Onboarded 15+ new billing support agents ●Created onboarding process, training plan, checklists and material ●Reduced onboarding time frame from 8 to 6 days ●Assisted with adding learning material to Confluence and created team plan for weekly learning sessions. ●Created processes to improve customer journey working closely with finance and other departments. ●Handled all customer escalated tickets and assisted team members via Slack or Zoom ●Worked with escalations team to resolve friction between company and client ●Team maintained 85-90% SLA even while taking on new tasks from finance & renewals ●Conducted performance reviews for the team after reviewing tickets and calls
  • Samsara
    Billing Support
    Samsara
    Feb 2021 - Nov 2021 (10 months)
    ●Assisted customers with their billing inquiries utilizing Zendesk, Client Dashboard, Salesforce, Netsuite & Stripe ●Average resolution of 20 calls/tickets per day while maintaining 89-95% SLA target and 3.8-4.0 CSAT ●Worked closely with finance, tech support and other departments to resolve client issues.
  • Nike
    Customer Service L2
    Nike
    Jun 2020 - Feb 2021 (9 months)
    As an L2 Supervisor I assisted a team of 90+ Customer Service Reps to resolve customer issues and escalations.
  • Alis Sweet Treats
    Independent Business Owner
    Alis Sweet Treats
    Jun 2002 - Jan 2020 (17 years 8 months)