Dylan Marín Email & Phone Number

Costa Rica

• Participated in deep dive sessions to identify root causing issues and cooperating with leadership teamsto create a solution resulting in better partner experience.• Developed a performance improving project for new hire associates that find difficult to meet internalmetrics.• Escalated systematic issues improving the selling partner experience solving initial inquiries avoidingrepeated contacts.

Costa Rica

• Resolved customer inquiries and issues.• Handled escalated customers, ensuring prompt and satisfactory resolution.• Identified root causes for customer advocacy and worked collaboratively with other departments to researchcomplaints and improve customer service.• Initiated and improved communication pathways with external departments and internal groups, drivingimprovement across Customer Service.• Tracked and leveraged group contact metrics and other departmental data to identify areas for improvement.• Served as a mentoring resource within the department, providing expertise on customer care and handlingskills.

Costa Rica

• Created compelling multimedia content for internal and external customers, including graphics, videos,and presentations.• Developed Standard Operating Procedures to optimize processes and improve efficiecy.• Utilized Adobe Premiere, After Effects, and Illustrator to design and edit multimedia materials.• Collaborated with cross-functional teams to gather requirements and deliver visually appealing andengaging content.• Managed multiple projects simultaneously, ensuring timely completion and adherence to qualitystandards.• Worked independently with minimal supervision, demonstrating a high level of initiative andproblem-solving skills.• Utilized Microsoft Office apps for tasks like handling data, scheduling meetings with stakeholders andcreating SOP’s documentation.• Demonstrated flexibility in adjusting priorities based on team contact workload.• Held meetings with stakeholders and subject matter experts.

Costa Rica

• Resolved customer inquiries and issues.• Handled escalated customers, ensuring prompt and satisfactory resolution.• Identified root causes for customer advocacy and worked collaboratively with other departments to researchcomplaints and improve customer service.• Initiated and improved communication pathways with external departments and internal groups, drivingimprovement across Customer Service.• Tracked and leveraged group contact metrics and other departmental data to identify areas for improvement.• Served as a mentoring resource within the department, providing expertise on customer care and handlingskills.