Victoria Cafferata Soto Agente de CX

ANALYST

Tools for Humanity

Oct 2024 - Current (1 year 8 months)

Responsible for identifying and reporting product issues, analyzing user cases and bugs, and collaborating with Product and Engineering teams to enhance the quality and consistency of customer support. Regularly used Zendesk to manage tickets, Jira to track and escalate technical issues, Metabase for data-driven insights, and Notion for documentation and internal coordination.

Customer Experience Associate

Bunnystudio

Jan 2022 - Aug 2024 (2 years 8 months)

• Started working remotely for Bunny Studio! I manage everything in English and I work with different clients, fromlowtier clients to top tier ones including Spotify and Pearson. • I started by working in the CX teamonly, but then I became the representative for all the Content projects (Writing, Translation, Video, Design). Communication, leadership, and responsiveness are afew of the qualities I've learned to master while working for this team. -Worked almost every day with AI so I'm familiar not only with ChatGPT but other platforms like Maestra, HeyGen, DeepL, Midjourney and others. -Zendesk, Notion, Metabase were tools I used everyday, too.

COGNIZANT / MEDIA CAMPAIGN MANAGER (IMPLEMENTATION)

SME

Jan 2021 - Jan 2022 (1 year 1 month)

• Google Ads and Campaign Manager 360 Project. We help big customers implement their pixels and tags on video and display campaign I was the trainer for the teamand I specialize in Google Ads particularly, I also arrange meetings and control the team's metrics and results. I created all the documents for training and onboardings.

C

COGNIZANT / SENIOR DATA ANALYST

Jan 2018 - Jan 2021 (3 years 1 month)

• Google Ads for LARGE customers (Warner, Coca Cola, Despegar, etc). Chat and email support. Responsiveness and CSAT were always +95%. Very detail oriented andfast paced, I was able to manage up to 3 chats at once with very technical information, while maintaining quality in my responses. Billing was my speciality, I worked on rebelling for big clients and agencies mostly.

Billing Agent

HyCite

Jan 2017 - Dec 2018 (2 years)

M

MEENASH / ADMINISTRATIVE - RECEPTIONIST

Jan 2016

• Fashion brandfor women. Receptionist. Community manager: managed all social mediafor the brand and the emails. Administrative, also managed all the shipping of orders with postal offices and big customers. I also worked with the store, fromordering supplies up to dealing with clients and store sales and organization. .

Victoria Cafferata Soto

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