Cecilia Gabet

Customer Experience Specialist

CookUnity

Sep 2024 - Current (1 year 11 months)

Handled all incoming customer requests and resolved their issues, providing an exceptional experience in every interaction. Addressed urgent issues, such as payments, account questions, delivery issues, or troubleshooting via email or chat in a timely manner. Assisted customers with any and all questions and concerns regarding their subscription, product, and overall service. Escalated critical cases and exceptions to the CX Supervisor for appropriate follow-up. Identified and documented trends to escalate them to the relevant teams. Processed orders, forms, applications, and general subscription requests. Used Kustomer, Customer.io, Slack, Notion, Stripe, Twilio, Braze, Zendesk, Onfleet, and proprietary logistics platforms.

DIGITAL SALES REPRESENTATIVE

eTeacher Group

Jan 2021 - Aug 2024 (3 years 8 months)

Provided digital support for leads and returning customers, to qualify them and help them choose a course. Managed chat queues effectively to minimize wait times for customers seeking assistance or information. Tracked customer interactions using CRM software to ensure efficient follow-up and issue resolution. Presented and implemented different projects to improve the snippets, the internal communication process, the conversion rates, and the protocols inside the team. Used CRM, ERP, Microsoft Teams, Messagebird, and Commbox.

V

COMMUNICATIONS EXECUTIVE

Vertical

Sep 2020 - Dec 2020 (4 months)

Managed all the internal and external communication channels and protocols for two companies of this agency: T CARGO and Grupo Altasur. Designed their communication plan and developed communication strategies to increase brand awareness and engagement. Created compelling content for marketing collateral, such as brochures, newsletters, and press releases. Coordinated social media communications across all platforms and website pages. Improved the app and website's SEO and Cx Used Google for Business tools, Google Analytics, Hootsuite, Trello, and Mailchimp. Worked remotely from Buenos Aires for this company located in Mendoza.

T

COMMUNICATION EXECUTIVE AND COMMUNITY MANAGER

T-CARGO

Jan 2018 - Jan 2019 (1 year 1 month)

Managed internal and external communication channels, including social media platforms and websites. Edited written materials from other team members for clarity, consistency, and accuracy. Oversaw email marketing campaigns by crafting engaging messages and managing mailing lists. Collaborated with graphic designers to create visually appealing content for print and digital platforms. Helped with research and improvements for the app's Cx and SEO Used Google for Business tools, Google Analytics, Hootsuite, Trello, Mailchimp, and WordPress. Worked remotely from Buenos Aires for this company located in Mendoza.

Barista

Starbucks Coffee Company

Dec 2016 - Jul 2018 (1 year 8 months)

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