Federico Guerra
About
Detail
Economics, Marketing, Statistics, Client Experience Management
Bogota D.C., Colombia
Résumé
Jobs
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Client Experience Representative verified_user Verified experience public Remote experienceG&G Independent InsuranceSep 2023 - Current (3 years 2 months)Efficiently service current clients once the sales team has onboarded them.
- Field inbound calls, emails, and chats regarding customer service requests.
- Educate clients on the details of their policies.
- Effectively communicate the impact of policy changes or additions on an insured's policy.
- Leverage technology to meet client's evolving needs.
- Work through customer service requests with quality and speed.
- Build rapport to ensure that all clients are receiving the reputable G&G exceptional experience.
- Work effectively in a collaborative team environment.- Bilingual CSRVirtual Staffing SolutionsJan 2023 - Apr 2023 (4 months)- Provide accurate information to customers regarding the 9-11 Compensation fund via BAM (Law
firm).
- Document customer interactions and maintaining accurate records in the company's CRM system.
- Escalate complex customer issues to the appropriate department or manager.
- Collaborate with other departments to resolve customer issues and improve customer satisfaction.
- Stay up-to-date with product and service information, policies, and procedures.
- Meet or exceed customer service metrics, including response time, resolution time.
- Constantly improve customer service skills and knowledge through training and coaching sessions.
- BAM (Barasch & Mcgarry - 4 Months ternure Project) (Independent Intern - Associate CS-phoneSutherlandNov 2020 - Oct 2022 (2 years)- Safety Support Line Ambassador Since 2021 (Assist Complex Airbnb Cases Via Tickets while handling mediation procedures, refunds and administrative tasks).
- Respond promptly and effectively to customer inquiries and complaints via phone, email, and chat.
- Handle and resolve customer complaints in a professional and efficient manner.
- Provide accurate and up-to-date information about Airbnb policies, procedures, and services.
- Process customer requests such as refunds, cancellations, and reservations.
- Monitor customer feedback and communicate customer needs and concerns to the appropriate
departments.
- Collaborate with cross-functional teams to ensure the delivery of high-quality customer service. - Customer services agentSitelNov 2019 - Oct 2020 (1 year)- Provide accurate and up-to-date information about Instacart policies, procedures, and services.
- Assist Shoppers and Customers with batches requests via app and website (Instacart).
- Keep a track of every interaction and meet the customer satisfaction KPI (CSAT).
- Resolve customer complaints and issues promptly and professionally.
- Explain the internal operating processes of the company, educating customers according to their requirements.
- Meet monthly metric goals.
- Assist customers with account setup, order placement, and payment processing.
- Monitor customer feedback and communicate customer needs and concerns to the appropriate departments. - SBusiness sales consultantSimba SoftwareFeb 2019 - Nov 2019 (10 months)- Identify and pursue new sales opportunities through prospecting, cold calling, and networking.
- Develop and maintain a pipeline of qualified leads and opportunities.
- Understand clients' needs and tailor product/service offerings to meet those needs.
- Present and demonstrate products/services to prospective clients.
- Negotiate and close deals with clients.
- Maintain a high level of product knowledge and keep up to date with industry trends and developments.
- Meet or exceed monthly, quarterly, and annual sales targets.
- Provide exceptional customer service to clients, ensuring their satisfaction with our products/services.
- Collaborate with other members of the sales team and cross-functional - University student (internships)G4SFeb 2017 - Aug 2017 (7 months)- Responsible for corroborating the benefits of the billing area by reviewing the income provision.
- Preparation of financial reports for the Chief Executive Officer.
- Month-to-month income control information.
- Validation of monthly billing carried out.
- Functional support to the National Billing Management.
- Timely management of the courier companies neighboring G4S in charge of delivering billing to the entire country.
Education
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- EconomistaPolitécnico GrancolombianoJan 2013 - Jan 2018 (5 years 1 month)