Daniela Socha Elite Escalations Specialist at GIGAMONSTER NETWORKS

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Client Success & Operations Specialist

Southeast Asia Food Group

Dec 2023 - Jan 2026 (2 years 2 months)

Managed 70+ daily client touchpoints across B2B accounts in the U.S. Served as primary contact for 30+ active accounts within a 100-client portfolio Coordinated order logistics, invoicing support, and cross-team execution Tracked communications and follow-ups using HubSpot and Salesforce Reduced response gaps through structured prioritization and CRM tracking Supported high-volume operations in a fast-paced foodservice environment

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Appointment Setter (DM & Lead Qualification)

InstaUnicorn

Sep 2023 - Dec 2023 (4 months)

Managed inbound and outbound prospect conversations via Instagram DMs Qualified leads using structured discovery questions Booked discovery and strategy calls for high-ticket service providers Followed up consistently to increase show-up rates and reduce ghosting Handled objections professionally and clarified next steps Maintained organized lead tracking and smooth handoff to closers Supported sales funnel performance through proactive engagement

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Elite Escalations Specialist

GIGAMONSTER NETWORKS

Oct 2021 - Aug 2023 (1 year 11 months)

Managed complex escalations across 45+ U.S. metropolitan markets Provided structured follow-ups to protect retention and reduce churn Used HubSpot CRM to track cases and maintain communication accuracy Coordinated across departments to meet SLA and resolution timelines Strengthened client loyalty through proactive communication

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Account Relationship Manager

Global Sales Solutions

Jun 2021 - Sep 2021 (4 months)

Led outbound email and LinkedIn outreach campaigns for 9 international clients Qualified and consolidated inbound leads into structured reporting systems Supported client growth strategies across 8 countries Increased engagement through targeted messaging and follow-ups

Employee Resource Center Assistant

Amazon

Jan 2021 - Jun 2021 (6 months)

Managed 300+ internal employee inquiries using Salesforce CRM Maintained 88%+ satisfaction rating, exceeding departmental averages Handled confidential HR documentation and benefits-related cases Coordinated with stakeholders across departments to resolve complex issues Served as Subject Matter Expert in U.S. HR benefits processes

Customer Service Resolution Specialist

Amazon

Nov 2019 - Jan 2021 (1 year 3 months)

Promoted for expertise in escalation handling and knowledge management Led the “Yes-Makers” initiative, increasing CSAT from 82% to 89% within 4 months Managed complex cases above department difficulty thresholds Documented and tracked cases using Salesforce CRM Delivered results above departmental CSAT benchmarks

Retail Customer Service Associate

Amazon

May 2017 - Nov 2019 (2 years 7 months)

Managed 150+ daily calls and chats in high-volume environment Recognized multiple times as top performer for AHT and CSAT results Delivered consistent, solution-focused support Developed strong objection handling and communication skills

WorkflowAnalyst

Sykes

Nov 2016 - May 2017 (7 months)

Orchestrated staffing forecasts and meticulously prepared reports to align with client demands, devising staffing plan requirements for a workforce of over 300 employees tasked with handling a daily workload ranging from 700 to 800+ contacts.

Customer Service and Sales Agent

Sykes

Jan 2016 - Nov 2016 (11 months)

I efficiently managed over 80 calls per day, addressing customer billing inquiries and resolving troubleshooting issues. Recognized for exceptional performance, I earned top performer awards for five consecutive months by optimizing Average Handle Time and enhancing Customer Satisfaction scores. Additionally, I was distinguished as a top seller, consistently achieving outstanding results through effective promotion and sales of company products and services.

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Executive for service centers

Colegio Tecnico Profesional Vazquez de Coronado

Jan 2013 - Jan 2015 (2 years 1 month)

Daniela Socha

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