Caroline Stein

Experience

• 

  Rota Brasil Turismo

  Oct 2011 - Jan 2013

  Travel Agent

  - Responsible for customer service and sales over the phone, email and in person;- Managed travel platforms from several travel operators to find the best deal for the customers;- In charge of air booking, hotel reservations, car rent, cruises, rail and tourism packages.

• 

  Yázigi

  Jan 2013 - Jul 2014

  - Planned and delivered classes according to the school’s teaching method;- Corrected homework, applied tests and did reports;- Carried out meetings with parents and students; - Planned and supported school events. - Responsible for customer service and sales over the phone, email and in person;- Supported and carried out actions on customer prospecting as well as administrative tasks.

  • English Instructor

    Aug 2013 - Jul 2014

  • Sales Representative

    Jan 2013 - Aug 2013
• 

  InterExchange

  Aug 2014 - Aug 2015

  Au Pair / Exchange Student
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  SAP

  Feb 2016 - May 2021

  - Responsible for quality reviews (calls and email incidents) and feedback/enabling sessions with support representatives focused on the customer experience;- Collaboration with component managers to identify skill gaps and other requirements to drive initiatives and tackle those pain points;- Plan and execute multiple projects related to high quality customer service;- Experienced Knowledge-Centered Service (KCS) Coach and Compliance Coach, supporting the Service Request deflection strategy by properly instructing support reps on how to create and improve knowledge articles for internal and external audiences. Show less

  • SAP Ariba Engage Manager

    Jul 2019 - May 2021

  • SAP Fieldglass Application Support Specialist

    Jun 2017 - Jun 2019

  • Integrated Marketing and Communications Intern

    Feb 2016 - May 2017
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  Degreed

  May 2021 - now

  - Provide technical support to Degreed clients via email and scheduled phone calls, working with system administrators and end-users to diagnose and resolve technical software issues while ensuring SLAs are respected. Troubleshooting involves issues related to SSO, FTP, REST API, xAPI and other technical components that require log analysis.-Track and document all technical issues and the steps taken to resolve them, including writing client-facing articles and internal documentation.- Collaborate with cross-functional teams to diagnose and resolve technical issues. Escalate cases to upper-tier engineers or other resources when appropriate, and open bug tickets directly with Product teams for correction.- Support client inquiries by gathering data, analyzing needs, researching possible resolutions, and implementing the best appropriate solutions.- Onboard new team members, providing training and guidance to ensure smooth integration into the team.- If needed, review and approve support escalation requests, ensuring they meet criteria for prioritization.- Knowledge-Centered Services Coach: Review and publish other team member's articles that are added to our Knowledge Center for customer self-service purposes.Significant Projects and Achievements:- Created and implemented the Support Team's weekly newsletter, providing up-to-date announcements, reminders, knowledge-sharing pieces, and other relevant team information.- Implemented and rolled out the Knowledge-Centered Services methodology, improving documentation and increasing customer self-service levels.- Delivered Skill Share sessions to the team, enhancing their skills and knowledge.- Chosen as the Top Technical Support Specialist in 2021 in Degreed. Show less

  • Senior Technical Support Engineer

    Mar 2024 - now

  • Technical Support Engineer

    Jul 2023 - now

  • Technical Support Specialist

    May 2021 - Jul 2023