Daniela Monroy Farfan

B

Customer Support &Operations Lead

Bipty Fashion Rental

Jan 2023 - Current (3 years 4 months)

Resolved customer support inquiries across all communication channels (Email, Chat, SMS, Instagram) leading to a 95%satisfaction score. Interpret, de-escalate and resolved escalated customer claims. Manage day to day operations with a 99% on time delivery rating. Built customer support system and help desk to automate repeat tasks. Acted as CEO’s right hand man jumping into diverse set of tasks. Databases Time management Schedule planning Sensitive information and document management Confidentiality Call processing and monitoring

Customer Experience Lead

FOUNDEVER COLOMBIA

Jan 2022 - Jan 2023 (1 year 1 month)

Lead team of 7 analysts across 3 accounts to drive highest customer satisfaction. Introduced tools to raise quality standards like quality score card. Quickly made decisions for escalated claims leading to customer satisfaction. Analyzed data and reported findings during team meetings. Databases Time management Schedule planning Sensitive information and document management Troubleshooting skils Set Email support Quality guidelines Client communications and product info was confidential Call monitoring and processing

Call Monitoring Specialist

FOUNDEVER COLOMBIA

Jan 2021 - Jan 2022 (1 year 1 month)

Created call flow, email flow, and knowledge center based on patterns identified during call monitoring. Compiled and analyzed data to improve performance ensure client’s expectations are fulfilled. Introduced soft skill improvement action plans to team. Databases management Time management Schedule planning Client communications and product info was confidential

Customer Service Representative

FOUNDEVER COLOMBIA

Jan 2020 - Jan 2021 (1 year 1 month)

Resolved customer issues across two accounts, escalating complex cases as needed. Provided accurate product info and personalized support by staying updated on processes. Schedule planning Sensitive information and document management as all the account was confidential Call processing

Customer Service Representative

Teleperformance Colombia

Apr 2019 - Sep 2019 (6 months)

Delivered high-quality service in transportation tech, efficiently handling customer requests and troubleshooting issues. Built strong product expertise to offer proactive solutions and keep customers informed on latest updates Time management Schedule appointment All information related to this account was sensitive and confidential, therefore I learned strict rules about how to handle sensitive information Call processing

Daniela Monroy Farfan

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