Ruby Esquivel Rubinstein

• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

• Delivered services to customer locations within specific timeframes.
• Excellent communication skills, both verbal and written.
• Applied effective time management techniques to meet tight deadlines.
• Adaptable and proficient in learning new concepts quickly and efficiently.
• Passionate about learning and committed to continual improvement.
• Worked flexible hours across night, weekend, and holiday shifts.
• Skilled at working independently and collaboratively in a team environment.
• Managed time efficiently in order to complete all tasks within deadlines.
• Proved successful working within tight deadlines and a fast-paced environment.

CX Accounts customer service in their preferred language over the phone; met retention, general customer service needs, soft sales , metrics, and acted as tier 1 tech support.

One call resolution was number the kpi that mattered most, 3 day no call backs from the same account. I was averaging on +3% more than asked on that kpi.

I also had the VPC value per contact KPI on +45% ($23/$16) on my first month in production after graduating training I was 13 out of 400 agents on the stack rank which measures overall KPI performance heavy lean on sales.

• Collaborated with internal teams such as design, development, and copywriting to ensure cohesive execution of multi-channel marketing initiatives.
• Improved audience targeting by segmenting marketing lists based on demographic information and behavioral data.
• Utilized Google Analytics data to identify areas of improvement within digital strategy, making adjustments accordingly for better outcomes.
• Continuously educated self on latest industry trends and best practices, ensuring the company''s digital marketing strategies remained up-to-date and effective.