Experience

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  Alway telecom

  Apr 2014 - Jul 2015

  Sales representative

  Identification of customers' needs, operation of SFA system, navigation through and execution of requests via IVR, documentation management, post-sales and routine processes.

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  4m telecom

  Aug 2015 - Oct 2017

  Lead sales contultant

  Responsible for the respective kiosks during tenure with the retailer. Assisted with the expansion of the operation to other malls. Among general sales tasks were included navigation and execution of requests via IVR, problem solving, team orientation and training.

• 

  Sem parar

  May 2018 - Mar 2020

  Sales consultant

  Responsible for guiding customers regarding the products and sales process, finalizing sales, managing post-sales service, analyzing and sending documents, identifying and reporting systemic issues, opening incidents for investigation, solving general problems and performing routine store tasks such as organization of display material.

• 

  5ca

  Apr 2020 - Apr 2024

  Helping managers with agent coaching, shadowing sessions, self-calibrations, WBR preparation, agent analysis and monitoring, training content crafting and general data analysis. Responsible for general agent help, Zendesk KB management, escalations, picture and chat moderation, QA evaluations, partial communication with client, product-related crisis management, investigation and identification of issues and SOP setup. Practiced extreme attention to detail and personalized approach, focusing on quality. Selected for a Mentorship Program, awarded with multiple Kudos, a Kudos of the Month and a Quarterback Award, with 86.4% Csat (2,928 samples) and 95.1% QC (294 samples) (between 11/2/2020 - 7/18/2022).

  • Senior Support Agent

    Jul 2022 - Apr 2024

  • Gaming Support Agent

    Apr 2020 - Jul 2022
• 

  Teem

  Jun 2024 - Aug 2024

  Chat specialist

  During a brief collaboration, helped the project to establish and consolidate new standards and processes and to secure the continuation of the collaboration with the client during a period of exponential expansion and growth.

• 

  Accruent

  Sept 2024 - now

  Support agent