Lilia Dejager
Almada
Summary
Proficient Customer Service with superior work ethic and expertise in working from scripted responses to resolve customer problems. Driven and responsible with adaptable, solution-oriented nature. Excellent conflict mediator and efficient multitasker. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
Entain
Portugal
02.2024 - Current
- Answered customer inquiries and provided accurate information regarding products and services.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Provided accurate information about products and services to customers.
- Developed positive relationships with customers through friendly interactions.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
Customer Service Agent
Cognizant
Lisbon
02.2022 - 05.2024
- Entered customer interaction details in sales system to track requests, document problems and record solutions offered.
- Communicated with clients regarding account services, statements, and balances.
- Provided primary customer support to internal and external customers.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Adapted to new applications and maintained knowledge of current technologies.
- Responded to customer calls and emails to answer questions about products and services.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
Marketing Research Specialist
1Worldsync
Portugal
07.2023 - 01.2024
- Compiled report summaries of findings from various market research activities including surveys, focus groups, interviews.
- Monitored changes in consumer behavior over time through tracking studies or longitudinal surveys.
- Performed qualitative analysis on customer feedback obtained from social media platforms such as Facebook or Twitter.
- Conducted competitive intelligence studies to assess the strengths and weaknesses of rival companies within a specific industry sector.
- Researched current trends in the industry through secondary sources such as published articles or reports.
- Identified target audiences for new products or services based on demographic information and psychographic profiles.
Customer Service Agent
Teleperformance
Lisbon
08.2020 - 09.2021
- Developed and actualized customer service initiatives to decrease wait times.
- Boosted sales revenue by skillfully promoting diverse service options.
- Improved operational efficiencies while managing customers requests, store inventory, transactions, new purchase orders and pricing needs.
- Responded to customer calls and emails to answer questions about products and services.
- Offered basic technical support for clients on wide range of company products.
Production Worker
Gabler Industrie - Service GmbH
Valbert
05.2020 - 07.2020
- Supported machine operators in setup and operation of production equipment resulting in efficient runs.
- Calibrated machines to maintain required productivity levels and adherence to quality standards.
- Organized work to meet demanding production goals.
- Located and picked merchandise to fulfill daily customer orders.
Production Team Leader
Escha GmbH & Co. KG
Halver
03.2017 - 12.2019
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Monitored and evaluated teams, identifying and targeting opportunities for improvement.
- Prepared, calibrated and monitored production levels to achieve targets.
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
Production Worker
Fernholz
Velbert
01.2010 - 11.2015
- Supported machine operators in setup and operation of production equipment resulting in efficient runs.
- Calibrated machines to maintain required productivity levels and adherence to quality standards.
- Organized work to meet demanding production goals.
- Located and picked merchandise to fulfill daily customer orders.
Education
Culinary Arts Degree - Chef Training
Güetli
Switzerland03.2009
High School Diploma -
Gesamtschule
Kierspe07.2006
Skills
- Documentation and reporting
- Report preparation
- Proofreading abilities
- Online research
- Content Management
- Creative problem solving
- Social media knowledge
Timeline
Customer Service Representative
Entain
02.2024 - Current
Marketing Research Specialist
1Worldsync
07.2023 - 01.2024
Customer Service Agent
Cognizant
02.2022 - 05.2024
Customer Service Agent
Teleperformance
08.2020 - 09.2021
Production Worker
Gabler Industrie - Service GmbH
05.2020 - 07.2020
Production Team Leader
Escha GmbH & Co. KG
03.2017 - 12.2019
Production Worker
Fernholz
01.2010 - 11.2015
Culinary Arts Degree - Chef Training
Güetli
High School Diploma -
Gesamtschule
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