Claudia Acosta

Experience

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  Col Service Center

  Oct 2011 - Nov 2012

  Fulfillment Specialist

  • Verify and submit the list of products won by the users on the auction website.• Monitoring and update all shipping status of rewards.• Provide resolution for claims made by the user such as: delays, wrong address, refurbished reward or damage item.

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  HTC

  Oct 2013 - May 2015

  Technical Support

  • Troubleshot and assist users with technical and software issues on their HTC devices through Emails and chats.• In charge of providing resolution to level 2 and level 3 escalations tickets.• Guide, assist and answer any questions about HTC products to all new agents through their first week of operations.

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  DaFlores

  Jul 2015 - Mar 2016

  Customer Service Specialist

  • Educate, guide and assist users on their purchasing experience through the website.• Provide solutions to address any problem with their purchase order such as: Delivery not on time, broken or damage item, lost on transit, etc.• Troubleshoot and provide feedback for website bug and promotional codes.• Call and chat monitoring (once a week)• Work closely with the campaign leader to create a coaching plan specifically made to improve the areas of opportunity of each agent. (once a week) Show less

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  Optime Consulting

  Nov 2016 - May 2019

  Member Specialist- Project Manager

  • Provide training sessions for users to have a better understanding of the loyalty program and its components.• Develop marketing strategies and contribute in its implementation, execution and performance.• Analysis of program KPIs and results in Sales, Assigned, Activated and redeemed points by regions.• Content development and translation from Spanish to English or Vice versa in HTML, automatic messages, communications, etc.• Contact clients via phone and email to promote webinars, promotions and enhance client relationships.• Communicate regularly with Channel Account Managers to obtain accurate information for each partner enrolled in the program.• Develop solutions to address potential problems to enhance the overall user service experience with the platform and company.• Promoted to Project Manager - worked with Lenovo's incentive program in Colombia Show less

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  Fresh Dental Studio

  Jun 2019 - Jun 2020

  Assistant

  • Creation of content for social media and website.• Manage inventory• Payments to suppliers, daily and weekly budget management• Administrative tasks such as: schedule appointment, print and organize files for each patient.

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  24-7 Intouch

  May 2021 - Feb 2022

  Customer care

  • Guide and respond to any inquiries clients may have regarding website, products, purchase orders, tracking information account information and such.• Set up accounts for new clients.• Place orders for clients.• Provide assistance to new clients about Optavia's weight loss programans. • Connect clients with a certified coach and/ Nutritionist if needed

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  Nub7/8

  Mar 2022 - Jul 2023

  Lifecycle Program Manager with Cisco

  • Ensure successful Customer Experience by developing a long term relationship with the customer, Renewal Managers and Account Managers.• Engaging with SmartNet Total Care customers for deployment of CSPC (Common Services Platform Collector) to provide inventory reports and analytics for hardware and OS software, enhancing productivity and network environment control.• High Touch Account management, On-boarding, Implementation, Adoption and optimization process with clients of large worldwide organizations, including accounts in the US, Canada, and Latin America.• Ensure clients understands usage of services within the platform to guarantee they have a successful outcome with their network management, and for their upcoming renewals with Cisco.• Document every milestone in CRM, Agenda control and profiling right POC'sMinimize churn by developing new strategies every quarter. Show less

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  PureRed

  Jan 2024 - now

  Content Specialist