Nadia Lagunes

• Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
• Managed a high volume of inbound calls, emails and tickets while maintaining excellent quality standards and adhering to established procedures.
• Utilized CRM systems such as Zendesk, TalkDesk, Slack, Confluence, etc effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
• Developed strong relationships with clients, resulting in repeat business and positive feedback.
• Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
• Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.

Resolve customer inquiries quickly and efficiently through call and email.

Providing status of bank account including movements, loans, payments, transactions.

Handle returns and exchanges.

Raising customers complaints directly with the bank.

Follow up with customers to ensure the solution worked and obtain feedback.

Document knowledge in articles used later in Zendesk for other agents.

• Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
• Enhanced customer satisfaction by resolving issues promptly and professionally.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
• Provided Roadside Assistance through inbound and outbound calls for customers stranded in USA and Canada highways and roads such as towing, tire change, jump starts, winch service, battery replacement, fuel shortage, car rentals.
• Worked in the Guaranteed Asset Protection of Allstate providing support to customers with total loss on their vehicles.
• Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
• Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
• Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
• Tracked customer interactions using CRM software, helping the team identify trends and areas of improvement in service delivery.
• Monitored quality assurance metrics regularly, identifying opportunities for personal growth and development within the role.

• 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.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Responded to customer requests for products, services, and company information.