Experience

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  Hy cite

  Jan 2018 - Oct 2021

  Customer service agent

  • Collection of accounts that have been acquired by customers located in the U.S. and Canada.• Handling warranty requests and procedures for products distributed by the company.• Handling and learning about different tools provided by the company, intended to perform each desired tasks.• Interaction and reading of the company's database in order to provide assistance and support to each customer.• Specialized guidance for customers regarding their loans, billing information, payment cycles and pre-established contractual agreements upon the product acquisition.• Problem-solving and conflict resolution according to each customer's needs. Mostrar menos

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  Cognizant

  Oct 2021 - now

  • Analyze and evaluate all procedures related to Google products with the purpose of guaranteeing compliance of the global quality guidelines established by the client regarding customer support.• Design and implement innovative strategies to reach and surpass the target for individual and overall EFC (Error Free Cases) and CE (Critical Errors) metrics for SPLatam and Spain Project.• Set up weekly and monthly reports to present to the client.• Provide personalized trainings to customer service agents regarding updates and changes for quality guidelines and also for the use of the internal platform.• Configure internal tools for metrics and KPI monitoring.• Provide support and assistance to customer service agents via internal chats to ensure the correct use of the platform for cases troubleshooting and also the compliance with Google’s quality guidelines. Mostrar menos • Google technical support solving customer problems on Google Ads, Analytics, Skillshop, Optimize, Google Tag Manager and Merchant Center.• Troubleshooting billing and policies.• Improvements to Ads campaigns with optimization practices to increase customer's ROI.• Using Google Analytics to find good marketing strategies in different businesses.• Persuasion, objection handling, time management and best practices for CSAT.• Reading and studying reports in order to improve some metrics for the team as TRT, AHT, CSAT, Quality and Productivity. Mostrar menos

  • Quality Analyst at Google Ads Support.

    Jul 2023 - now

  • Google Ads Support Agent

    Oct 2021 - Nov 2023