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Ariel Zuleta

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Cochabamba, Bolivia

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Résumé

Jobs verified_user 0% verified
  • SafetyWing
    Customer Care Specialist / Pre-Approvals Specialist
    SafetyWing
    Apr 2024 - Current (2 years 3 months)
    • Managed a high-volume support queue averaging +200 customer interactions per week via live chat (28-second avg. First response time), email (10-minute avg.), and phone, consistently meeting and exceeding SLA targets. • Maintained a 92.2% CSAT score over two years by resolving platform, billing, and insurance coverage issues accurately on first contact, minimizing reopens. • Triaged and escalated complex platform bugs to Engineering and Finance with clean reproduction steps and documentation, exercising sound judgment about when to escalate vs. own end-to-end. • Managed real-time communication for urgent and emergency cases (medical authorizations, provider billing disputes), adapting tone and urgency to each stakeholder: members in crisis
  • I
    Customer Success Manager
    Insense | TikTok & Meta Partner
    Apr 2022 - Apr 2024 (2 years 1 month)
    • Managed the full client lifecycle — from onboarding to renewal — ensuring clients could fully utilize the platform's features from day one. • Handled all incoming client inquiries via email, chat, phone, and video calls, consistently showing empathy and proactive issue resolution. • Achieved 90%+ customer satisfaction in Q1 2024; developed new communication workflows that contributed to a 1% churn reduction in the same quarter. • Analyzed client usage data and platform engagement metrics to identify at-risk accounts and opportunities for upsell or process improvement. • Negotiated contract renewals, managed upsell conversations, and resolved escalated disputes to retain clients and maximize account value. • Leveraged familiarity with Shop
Education verified_user 0% verified
  • University of Michigan
    Certificate of Proficiency in English (ECCE)
    University of Michigan
    Jun 2018
  • S
    Bachelor in Business Management
    San Simón University
    Jun 2015 - Dec 2019 (4 years 7 months)
    Cochabamba, Bolivia
Awards verified_user 0% verified
  • M
    Martin Luther King Scholar
    Jan 2024