Job Search Status
Open to workDesired start date: Flexible
Open To Work
Patsy Violeta Hernández Grande
Coacalco, México,MEX
Work Preference
Summary
Results-oriented professional with extensive experience in customer service and analysis. Skilled in identifying trends from customer feedback and driving process improvements. Passionate about training teams to elevate service standards and foster customer loyalty.
Overview
2
2
years of professional experience
Work History
Customer Experience Analyst
First Brands Group
Remote
05.2022 - 2026
- Analyzed customer feedback to identify trends and improve service quality.
- Collaborated with cross-functional teams to enhance customer engagement initiatives.
- Trained staff on best practices for improving interactions with customers.
- Reduced response time to customer inquiries by implementing efficient workflow processes.
- Assisted in developing strategies for increasing retention rates through data-driven insights into customer behavior patterns.
Customer Service Representative
First Brands Group
Tlalnepantla, Estado De México
03.2020 - 05.2022
- Provided prompt and effective support to customers via phone, and email.
- Adapted quickly to changes in product lines and company policies, ensuring up-to-date information for customers.
- Identified recurring issues in customer feedback, contributing to process improvement discussions with management.
- Fostered positive relationships with customers by demonstrating empathy and active listening skills.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
Bachelor of Science - Chemical Engineering
Instituto Politécnico Nacional
ESIQIE05-2008
Skills
- CRM software expertise
- Analytical mindset
- Complaint resolution
- Staff education and training
- Report preparation
- Service standard compliance
- Teamwork and collaboration
Languages
English
Advanced (C1)
German
Elementary (A2)
Timeline
Customer Experience Analyst
First Brands Group
05.2022 - 2026
Customer Service Representative
First Brands Group
03.2020 - 05.2022
Bachelor of Science - Chemical Engineering
Instituto Politécnico Nacional