Full-Time

English, Spanish

Colombia

UNIVERSIDAD POLITECNICA OF CATALUNYA

2003 - 2004

Master's in Quantitative Techniques

– Decanter is the world’s leading wine media brand. It comprises the magazine, two websites, two world-class wine competitions, and both Europe and China’s premier consumer wine events.– Reporting to the Head of Sales, assisting the sales team in maximizing sales and increasing revenue generation. I’m responsible for chasing payment, copying and confirming ads, dealing with telephone enquiries, as well as assisting with presentations and data management to support Account Managers.– Connect Managed Services.

– Working closely with our main clients, Verizon and Johnson & Johnson, providing delivery of managed services and ensuring that all parties involved in the delivery of the service were integrated and delivered as expected and contracted.– Handling escalating tickets and actively communicating with the customer regarding critical failures and incident progression, coordinating the engineering team to resolve faults promptly.– Manage and escalate with the correspondence team to ensure the flow of communications among all key stakeholders; ensure that communications are relevant and regular.– Manage activities related to the life cycle of all cases. Daily updating the cases/tickets.– Conducted major customer incidents and problems through resolution, working closely with the client, the third party responsible, and the internal team, delegating problems and tasks when necessary.

– My role involved working as part of a team to serve a wide range of customers.– Represent the Tiffany brand and provide excellence in customer service as a Sales Professional.– Achieve or exceed the sales plan by utilising strategic selling skills to assist the customers with purchases. Assisting new customers, as well as maintaining relationships with existing customers by employing client development outreach and follow-up, as well as providing outstanding service with all customer interactions.– Deliver customer service excellence through words and actions; Engage every customer in an interaction that results in the highest level of customer satisfaction.– Positively contribute to the store’s delivery of the Tiffany experience and Tiffany brand promise.– Independently resolve all customer issues up to the maximum level permitted under the established Retail guidelines.

– Provided advice and assistance to callers for both in and outbound calls. – Worked to resolve all enquiries on first contact with the caller. – Ensured all telephone calls were answered promptly.– Deal with customer queries, requests, orders, or complaints. – Accurately recorded details of calls and issues on the logging system. – Maintained a professional and courteous manner at all times.

Admin / Executive Support,Appointment Setting,Bilingual (English-Spanish),Customer Service,Project Management

Adriana