Andrea Acosta M. ✏️ Email and Phone Number
Hello! I'm glad you're here 🤗.Allow me to introduce myself, I'm Andrea, and I have a degree in Literature from Universidad del Zulia. 🎓By vocation and profession, I specialize in writing and editing texts. I have a keen and critical eye, capable of quickly identifying errors and areas for improvement, so you can trust me when it comes to auditing texts! 📝In recent years, I've been applying my literary and linguistic knowledge while learning about Customer Experience. It has been a fantastic journey. Currently, I work in the telecommunications industry, focusing on making the customer the center of business operations and ensuring their voice is heard. I am constantly polishing up my knowledge in the area with various courses and certificates.I am proactive, creative, and responsible. I love new challenges, so I can adapt to changes.I have various and extensive dreams, but I'd be happy to share them with you if you're interested.I would like to work in an editorial, a place where I can apply my academic knowledge, translate, and help create stories that change the world.Also, I would love to continue growing professionally in the field of customer experience, contributing to the development of companies and the empowerment of customers.It seems they go hand in hand, don't they? Both customer experience and literature have the potential to change the world.
Mr. Pipeline
View- Website:
- mrpipeline.com
- Employees:
- 12
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Account ManagerMr. Pipeline Sep 2024 - Present
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Customer Experience CoordinatorMundo Pacifico Nov 2022 - Mar 2024Concepción, Bio Bio, Chile● Participation in the creation of the Customer Experience area.● Design and sending of post-service and customer satisfaction surveys.● Production of comprehensive reports and analyses, including the development of dashboards on Business Intelligence platforms to inform business decision-making.● Writing and reviewing content aimed at prospects and customers (B2C and B2B), and optimization of automated messages.● Redesign of post-sale service models focused on operational excellence to improve customer satisfaction rates.● Participation in the optimization of internal workflows, resulting in a customer-centric business model.● Development of Virtual Branch 2.0, renewing the graphic identity and creating new functionalities, improving customer interaction and support.● Design of a Help Center for the website and YouTube, authoring educational content that increased customer enablement.● Creation of a Brand Identity Manual, serving as the basis for the creation of marketing campaigns and communication plans, contributing to a cohesive brand strategy.● Mystery shopper audits to detect deficiencies and areas for improvement from the customer's perspective.● Recognized by ALCO Consultores with the Consumer Loyalty Award for exceptional customer experience delivery in 2022 and 2023. -
Training And Quality SupervisorMundo Pacifico Apr 2021 - Oct 2022● Managed a team of 15, responsible for the training of post-sales departments and auditing client interactions.● Designed rigorous quality audit guidelines based on COPC standards along with detailed training plans.● Conducted reviews and presented metrics with weekly, monthly, and annual tracking to evaluate performance and problem resolution progress of customer support agents.● Achieved an increase in problem resolution in customer service areas through audit and training improvements.● Reduced error in internal audit area by 35%.
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Contact Center Team LeadMundo Oct 2020 - Mar 2021Concepción, Bío-Bío, Chile● Managed a team of over 20 call center agents, reporting directly to the Contact Center Supervisor, with overall responsibility for ensuring high-quality customer service and operational efficiency.● Coordinated staff, prepared, and reviewed quality reports.● Planned and projected short-term goals, made decisions under pressure, and analyzed production indicators, leading to a 12% increase in team productivity.● Managed the call center platform in real-time, ensuring efficient handling of customer inquiries and issues.
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Customer Support AgentMundo Dec 2019 - Oct 2020Concepción, Bío-Bío, Chile● Worked as part of a team of 15 customer support agents, reporting directly to the Team Lead, responsible for responding to customer inquiries and resolving issues to support business goals.● Provided detailed and accurate product information.● Managed customer complaints with empathy and professionalism, reducing the team’s complaint resolution time by 12%.
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Writer And TranslatorFreelancer Feb 2019 - Dec 2019● Writing articles in English and Spanish.● Translating documents from Spanish to English and vice versa.● Transcribing interviews in English and Spanish.● Style revision and application of APA guidelines.
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Copyediting CoordinatorMdn Publicidad Aug 2018 - Feb 2019Maracaibo, Venezuela● Proofreading of advertising content for Social Media.● Style editing to maintain coherence and cohesion in texts. ● Supervision of staff performance (writing creativity, production speed, publication efficiency) and graphic elements with text.● Weekly evaluation to measure team performance. ● Translation from Spanish to English (and vice versa) of advertising texts and posts of various brands.● Management of Social Media accounts. -
Writing And Editing InternNoticia Al Día Jul 2018 - Aug 2018Maracaibo, Venezuela● Writing interviews with regional figures, opinion and journalistic articles.● Grammatical and spelling correction of textual productions.● Publishing articles using SEO language.
Andrea Acosta M. ✏️ Education Details
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Bachelor'S Degree In Literature
Frequently Asked Questions about Andrea Acosta M. ✏️
What company does Andrea Acosta M. ✏️ work for?
Andrea Acosta M. ✏️ works for Mr. Pipeline
What is Andrea Acosta M. ✏️'s role at the current company?
Andrea Acosta M. ✏️'s current role is Customer Success & Enablement Specialist | Writer & Editor | UX Writer | Digital Marketing | Proofreader.
What schools did Andrea Acosta M. ✏️ attend?
Andrea Acosta M. ✏️ attended Zulia University.
Who are Andrea Acosta M. ✏️'s colleagues?
Andrea Acosta M. ✏️'s colleagues are Betheny M., Steve Gregory, Laurenz Mendoza, Moira Prior, Xzaiver Griffin, Mba, Jacob Bartholomew, Jonathan Arredondo.
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