Alexandra Marcos

• Mail and Phone
• Facilitated smooth transactions by guiding customers through processes.
• Maintained comprehensive knowledge of products and services, assisted in informed decision making.
• Managed difficult situations, ensured positive customer experience.

• Phone
• Maintained a positive demeanour whilst dealing with challenging customers, with high privacy protocol.
• Utilised company protocol guidelines effectively during dispute resolution.
• Updated financial records for accurate tracking and reporting.

Support for a trading platform, Outbound and e‑mail

• Facilitated smooth transactions by accurately inputting data into the system.
• Processed orders efficiently; ensured timely delivery of goods or services.
• Improved customer satisfaction by efficiently handling complaints and queries.

• Steered project execution whilst adhering strictly to timeline constraints.
• Maintained up-to-date knowledge of industry trends, enabling informed decision-making processes.
• Handled employee grievances to maintain harmony within the workforce.
• Provided consistent leadership to maintain high levels of team performance and satisfaction.
• Streamlined operations, leading to increased team performance.
• Enhanced team productivity by implementing effective project management strategies.
• Coordinated with various departments for seamless workflow.

• Assisted customers in understanding product details for informed decision making.
• Maintained a positive demeanour whilst dealing with challenging customers, promoting a pleasant shopping experience.
• Perfected interpersonal skills through regular interaction with diverse sets of customers.
• Managed customer inquiries with professionalism, resulting in improved client relations.

- As a lead, I had half of the responsibility that a team leader/manager has. I was responsible for that discipline of the agents, in the absence of the team manager, responsible for keeping the volume of contacts (mail/chat/phone) in parameters, opening and closing the work space, completing reports containing all important events of the day (if the forecast was fulfilled, disciplinary events, ans) and other management related matters.

• Mail, Chat and Phone
• Processed returns and refunds promptly, ensuring high levels of customer satisfaction.
• Streamlined communication channels by establishing efficient processes for information dissemination to customers.
• Managed customer inquiries with professionalism, resulting in improved client relations.