Andreana Marie Laudico Email & Phone Number

Bethesda, Md, Us

Rockville, Maryland, United States

Rockville, Maryland, United States

Cultivated and maintained strong relationships with partners, promptly addressing their inquiries and concerns. I oversee and ensure that partners fulfill their assigned responsibilities and duties according to company agreements. My role involves conducting research and rigorous screening processes to identify potential partners that align with the company's goals and values. Additionally, I develop and curate promotions and marketing strategies tailored to individual partners to drive business growth and engagement.

Ensure the efficient operation of the department by setting schedules for agents to provide proper support. I proactively oversee and manage all responses and feedback across our support channels (Zendesk, Video ask, and Zoom), meticulously upholding timely and precise client interactions that align seamlessly with our company's exacting standards. My responsibilities include conducting regular reviews of agent responses to confirm correctness, accuracy, and adherence to standard operating procedures. I create, maintain, and update macros or templates for uniformity in responses, document processes, and knowledge base articles for internal use. I write, proofread, and edit agent replies for irate clients with complex concerns, ensuring clarity and resolution. I generate weekly reports highlighting the best tickets for each support channel, providing justifications for ticket selections. Continuously, I provide suggestions for improvement based on feedback and data gathered during monitoring. I escalate special concerns, troublesome tickets, unusual cases, and technical problems, such as website or system bugs, to other departments. I also report encountered bugs to the development team, both those discovered by my team and those reported by clients. Furthermore, I participate in the onboarding and training of new agents alongside the Customer Support Manager.

I assist, advise, and efficiently resolve customer complaints and queries through various communication channels, including emails and chats on Zendesk, videoasks, and video calls on Zoom. I handle a wide range of customer concerns, including domain registration and renewal, product inquiries, client information modifications, and basic technical issues like DNS management, nameserver modification, and hosting setup. I develop macros and templates to streamline responses for all agents, ensuring consistency in addressing clients with similar concerns. Additionally, I document and maintain processes and procedures, and post site announcements to keep clients informed. I focus on establishing and maintaining positive rapport with clients, building long-term relationships throughout their customer journey, and collaborate effectively with other departments to provide comprehensive solutions to clients.

I arrange travel agendas and logistics for domestic and international travel, including booking hotels, making meeting and restaurant reservations, and arranging vehicle reservations. I manage and supervise petty cash for a business unit, ensuring all expenditures comply with approved expense guidelines, organizing receipts, generating detailed expenditure breakdowns, and meeting expense deadlines. I oversee the CEO's other business ventures. I conduct research and procure specific products or items as needed by the CEO. Additionally, I act as a liaison and coordinator between the CEO and management, representing the CEO's interests and facilitating communication on their behalf.

Philippines

Interdisciplinary Studies, Multi/Interdisciplinary Studies

Communications and Theatre Arts track

High School Diploma