Andrea Acosta M. ✏️ Email & Phone Number

Concepción, 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.

● 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%.

Concepción, 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.

Concepción, 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%.

● 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.

Maracaibo, 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.

Maracaibo, Venezuela

● Writing interviews with regional figures, opinion and journalistic articles.● Grammatical and spelling correction of textual productions.● Publishing articles using SEO language.