Hi, I’m
Melisa Vivian Vega Pedrozo
Vila Franca de Xira,11
Summary
Experienced customer service representative with a strong background in client support, VIP account management, and administrative tasks. Skilled in handling inbound and outbound calls, email and chat communication, troubleshooting, and customer retention strategies. Adept at multitasking, using CRM platforms, and maintaining a customer-focused approach to problem-solving.
Overview
3
years of professional experience
Work History
Galp Solar
Customer Service Representative - Spanish Department
11.2022 - Current
Job overview
- Managed incoming and outgoing calls (up to 40 per shift), providing customer support and technical troubleshooting.
- Assisted customers with inquiries about Galp Solar products, ensuring a smooth user experience.
- Performed back-office tasks, including email management, document processing, and communication with city councils and public entities.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Results: Enhanced customer satisfaction, optimized response times, and improved administrative workflows.
Giant Creation - Astro Finantropol
Account Manager VIP - Spanish Department
10.2022 - 10.2022
Job overview
- Delivered high-quality assistance via chat and phone (handling up to 5 chats simultaneously), addressing inquiries and concerns efficiently.
- Provided personalized support to VIP customers, ensuring high retention and loyalty.
- Reactivated inactive clients and acquired new customers, expanding the client portfolio.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Results: Increased customer retention, successfully re-engaged inactive clients, and contributed to business growth.
Giant Creation
Customer Service Call Center- Spanish Department
01.2022 - 06.2022
Job overview
- Managed live chat, email, and phone support, handling up to 50 calls and approximately 20 chat interactions per shift. Ensured timely and effective customer assistance, maintaining high levels of customer satisfaction.
- Used CRM tools to maintain accurate customer records.
- Boosted revenue through upselling and cross-selling strategies.
- Utilized excellent communication skills in both written and verbal forms to effectively address customer inquiries and concerns.
- Reduced average call handling time through active listening, empathy, and effective problem-solving skills.
- Results: Consistently exceeded performance targets for response time, customer satisfaction, and sales.
Education
CoderHouseArgentina
Course from Copywriter
09.2022
CoderHouseArgentina
Career in Marketing Digital
03.2022
Universidad Nacional Del NordesteArgentina
Lawyer
11.2012
Skills
- Customer Service & Support
- Call & Chat Handling
- Technical Troubleshooting
- Client Retention & Loyalty
- CRM Platforms: Salesforce, PeopleSoft, Microsoft Dynamics
- Multitasking & Problem Solving
- Email & Document Management
- Teamwork and collaboration
- Service sales
- Active listening
- Critical thinking
- Webchat assistance
Customer service
Problem resolution
Call center experience
Computer proficiency
Complaint handling
Microsoft Excel
Personal Information
- Date of Birth: 02/24/89
- Nationality: Argentinian
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative - Spanish Department
Galp Solar
11.2022 - Current
Account Manager VIP - Spanish Department
Giant Creation - Astro Finantropol
10.2022 - 10.2022
Customer Service Call Center- Spanish Department
Giant Creation
01.2022 - 06.2022
CoderHouse
Course from Copywriter
CoderHouse
Career in Marketing Digital
Universidad Nacional Del Nordeste
Lawyer
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