Daphne Lara De Paula Bonesso Email & Phone Number

Canada

- Design contact monitoring format and set quality standards- Evaluate Support Team’ interactions with customers- Deliver constant feedback to Support Team to ensure that Quality Assurance standards are being meet. Ensure internal processes are effective and leading to a better customer experience- Work with Head of Customer Support, Team Lead and team members to ensure effective communication of issues, hiccups, strategies and opportunities for improvement- Identify training opportunities based on common QA patterns and trends- Analyze and monitor results of QA activity and identify gaps, hiccups and trends- Collaborate with Teamwork: works with team member to deliver better results, sharing best practices, tips and helping the team to improve performance- Conduct quality assessments on internal tools

- Helping customers across multiple channels in regards to orders, releases, and product information- Handling order issues such as address changes, tracking information, refunds, returns, and product defects- Verifying purchase reviews and proactively offering support to customers- Engaging with our community on social media and helping answer questions- Organizing shipping, manufacturing, and release schedules internally- Assisting with miscellaneous tasks internally related to the smooth operation, internal documentation, and release of Youtooz collectibles- Researching Youtooz partners and other topics related to customer support and/or growing our community

Toronto, Ontario, Canada

- Provided remarkably better customer experiences via phone calls, emails, and live chats- Built genuine connections to help create life-long Article customers- Multi-tasking and navigating through several in-house and off the shelf software programs(i.e Slack, G Suite) to support customer inquiries- Processed everything around orders, exchanges, returns, and support requests with a sense ofownership and urgency

Toronto, Canada Area

- Provided inbound and outbound support to customers via phone, live chat, email and tickets.- Assisted customers with inquiries, such as modification, cancellations, questions and complaints in Portuguese and English in an efficient, professional and friendly manner.- Selected as a Quality Ambassador, which involved delivering presentations, sharing best practices, clarifying questions, and advocating in any matter regarding quality within the team.- Liaised between guests and partners to resolve urgent and sensitive cases and, if possible, prevent escalations.- Awarded a Blue Flag Winner in June 2019, which recognizes agents that provided excellent service during a call with a customer.

Indaiatuba - Sp

- Spearheaded the creation of the Implementation Department, to create clear and consistent processes and procedures that should be followed by employees to deliver excellent services and products to the clients efficiently.- Trained new clients on software products, such as CRM software, apps, and websites.- Collaborated with the Product Team during design and development phases to ensure the customer’s voice was heard.- Worked effectively with other departments to collaborate and focus on creating the best possible customer experience.- Assisted customers with websites domains, including register, update, and renew.

Indaiatuba - Sp

- Prospected and developed opportunities, closing sales; updated and maintained the sales database.- Managed accounts by conducting a needs analysis with clients to gain an understanding of buying motives.- Provided a business solution that can support the client’s dynamic business needs.

Indaiatuba, Brazil

- Answered inbound calls, emails, and tickets of existing and potential client questions.- Solved customer issues in the areas of company’s products software, setup, product functionality, and enhancements, including troubleshooting, testing, referral to other service areas, and follow-up.- Identified, reproduced, and documented bugs for the Engineering Team.- Managed and updated internal and public-facing help documentation.- Trained new employees regarding internal tools, CRM software, processes, and procedures.

Certificate, Intro To Web Development

Bachelor Of Business Administration - Bba, International Business

Certificate Program, Business Administration And Management, General

Certificate Program, Computer Programming