German Estrella Jr Senior Customer Care Specialist

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VIRTUAL ASSISTANT

The Petlab Co

Nov 2022 - Sep 2025 (2 years 11 months)

As a Virtual Assistant, I conducted thorough research to ensure quality assurance, meticulously gathering and presenting data to government agencies for compliance purposes. My attention to detail was paramount as I processed refunds and replacement orders with a high degree of accuracy, contributing to a 25% increase in customer satisfaction. I effectively managed data by tracking quality issues and compiling precise reports for submission to NAERS. Additionally, my understanding of logistics management, while not directly relevant, is beneficial in ensuring the proper delivery of customer orders and replacements, which is crucial for maintaining service standards in roles like those at PetLab and SPi Global. This knowledge enhances my abi

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CUSTOMER CARE SPECIALIST II/EXECUTIVE ASSISTANT TO THE MANAGER

Avid Technology

Mar 2015 - Oct 2022 (7 years 8 months)

- Data Management: Handled escalated cases, ensuring accurate data entry and reporting, preventing over 50% of customer churn by resolving complex issues efficiently. - Attention to Detail: Identified and resolved technical problems while mitigating the impact of bugs, boosting customer satisfaction by 25%. - Research: Conducted research to troubleshoot recurring issues and formulated a solution by creating KB Articles, which reduced call volume by 20%. - Inbox Management: Managed high volumes of communication, ensuring timely and organized responses that enhanced customer care. - Calendar Management: Coordinated team schedules, training sessions, and customer interactions, ensuring smooth daily operations across the team. Additionally,

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Inbound Sales Representative

Spi Global,

Jan 2013 - Oct 2015 (2 years 10 months)

As an Inbound Sales Representative, I was responsible for selling Dish Network services to incoming queries from callers, ensuring a high level of customer satisfaction and engagement. I utilized spreadsheets for additional tracking of sales, which enhanced my ability to monitor performance and identify areas for improvement. Additionally, I was permitted to make follow-up calls to leads that were missed or disconnected, allowing me to engage in outbound calls and sales, thereby maximizing potential revenue opportunities. My understanding of logistics management played a vital role in this process, as the delivery and installation of hardware are crucial to providing seamless service to customers, ensuring that their needs are met promptly

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Music Composer

Oct 1997 - Current (28 years 7 months)

As a Music Composer and Arranger for MCGI, I was responsible for creating original compositions and arrangements that enhanced the overall musical experience. My role involved collaborating with artists and musicians to bring their visions to life through innovative music production techniques. Additionally, I managed the logistics of recording sessions, which included setting up appointments to ensure smooth operations and timely project completion. This organizational skill not only facilitated efficient workflow but also contributed to the successful execution of various musical projects.

German Estrella Jr

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