Laura Navarro
About
Detail
Customer Succes, Support and Sales Rep
Colombia
Résumé
Jobs
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- 2Customer Support Specialist24/7 INTOUCH COLOMBIAAug 2022 - Jun 2023 (11 months)• Achieved efficiency gains with a 20% improvement in client satisfaction and a 15% decrease in inquiry volume; applied system requirements to track client inquiries and fine-tuned ad-hoc response system
• Documented safety protocols to promote safe work practices in office premises; collaborated with 2 interns to organize safety awareness week and assisted in safety audits, reducing work process risk by over 90%
• Exceeded customer service objectives by 15%, ensuring ongoing sales and high customer satisfaction levels; interacted with 15+ customers to determine individual needs and product fit
• Guided customers during onboarding, implementation and support stages for a broad list of companies taking a 95% of customer sat - ITechnical Support and Sales RepresentativeIterum connectionsFeb 2022 - Aug 2022 (7 months)• Collaborated with incentives team to provide suggestions for sale incentive programs, acting as customers single point of contact; analyzed sales incentives programs classified by 12 regions to recommend new promotion plan
• Tracked all communications with customers into designated the CRM system
• Originated social media campaign to encourage product trial among 2K+ potential customers; proposed Customer Testimony section on website to leverage positive customers experiences, leading to increased sales by 14%
• Maximized sales revenue, exceeding quarterly sales targets by 30%, identifying key opportunities to up-sell; negotiated price higher than base price by 12%, leveraging sales data of 20+ prospective customers - ACustomer Service SpecialistAmazon Web SercvicesAug 2021 - Jan 2022 (6 months)• Reduced turn-around time of closing customer complaints by 80% and increased customer satisfaction rating by 10 points; led team of 10 executives to manage customer issued and received Customer Service Award
• Interacted with 5 customer support teams, coordinating product delivery deadlines; improved in-house engagement evaluation tool to enhance user experience by 15% and performance feedback quality by over 30%
• Operated and streamlined centralized support system meant to standardize business decision-making, ensuring consistent performance for 2 consecutive months; executed customer supports model as part of a live project with telecom company
Education
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Bachelor's Degree in Communications and Digital MarketingBrigham Young UniversityJun 2022 - Dec 2025 (3 years 7 months)- SBilingual Expert on Business Process Outsourcing CertificateServicio Nacional De ApredizajeAug 2020 - Aug 2021 (1 year 1 month)
- Pathway-Connect CertificateBrigham Young UniversityAug 2019 - Jun 2020 (11 months)