Daniel Blanco Email & Phone Number

Mexico City, Cdmx, Mx

Ecuador

- Process automation: Reduced the execution time of manual procedures by at least 50%, optimizing operational efficiency and reducing associated costs.- Support systems migration: Led the migration of tickets from Freshdesk to Zendesk, ensuring uninterrupted customer support. Facilitated the transition from Intercom Chat to Zendesk Chat, consolidating contact channels for improved customer experience and team efficiency.- Analysis and efficient workload distribution: Allocated agents based on demand and their skills, resulting in reduced KPIs such as abandonment below industry standards and meeting SLAs for first response across other channels.

Mexico

- Improvement in task efficiency: Specialized agents in specific tasks, resulting in a 50% improvement in task efficiency by identifying and leveraging agents' potential to perform them.- Optimization of interdepartmental service flows: Fostered ongoing communication with support areas. Identified opportunities and gained insights into processes, resulting in a 20% reduction in interactions and preventing rework between departments.- Design and configuration of service platform automations: Reducing the number of interactions and resolution time by at least 24 hours.

United States

- Executed comprehensive functional and compatibility tests on application updates, identifying and prioritizing defects to ensure seamless software performance and usability.- Evaluated product designs for functionality, performance, and compliance with industry standards and customer requirements, resulting in substantial enhancements to product quality.

United States

- Collaborated with project managers to successfully deliver design projects by effectively gathering and presenting technical details and data from customers.- Streamlined communication channels between customers and project managers, resulting in swift resolution of product and service issues.- Applied a consultative approach to fulfill customer requests for products and services, enhancing the overall customer experience.

Guatemala

- Employed a customer-centric approach by engaging clients with open-ended inquiries to discern their travel requirements, thereby presenting optimal travel solutions tailored to their needs. - Adeptly resolved customer inquiries, concerns, and complaints, delivering effective solutions when required.

Guatemala

- Developed effective sales closure strategies, including agent training and scenario examples, consistently meeting monthly sales targets as a team and site.- Executed continuous quality evaluations and quick validation guides to ensure agents met quality standards, enhancing customer experience and error prevention.- Efficiently managed personnel, conducted payroll calculations, and generated productivity bonus reports, automating reporting processes to save up to 50% of month-end closing time.

Guatemala

- Efficiently managed the replenishment of damaged or missing products, ensuring timely resolution and customer satisfaction. - Actively promoted available products and services during service calls, enhancing customer engagement and sales opportunities.

Undergraduate, Linguistics

Undergrad

Undergraduate, Marketing/Marketing Management, General

Undergrad