• Provided technical support and guidance to Avaibook Customers, primarily focusing on customers across Spanish and English-speaking Worldwide. • Supported and assisted customers in all connections of the OTA´s integrated into the channel manager.•Developed strong customer relationships by providing exceptional technical support alongside high levels of customer service via phone, email and chat (Intercom) •Worked cross-functionally with the Sales and Product Teams to ensure Client expectations are met•Ensure all cases are resolved or escalated to the appropriate party in a timely manner in accordance with company service level agreements (SLAs) and individual KPIs, prioritizing caseload appropriately.•dentified upsell and cross-sell opportunities resulting in a 10% increase in sales.•Diagnosed and troubleshooted connectivity issues to help clients resolve their queries.•Troubleshooted and diagnosed any customer issues in line with Avaibook Customer Service Guidelines, ensuring compliance with service level agreements (SLAs).

• Provide technical support for all SiteMinder labeled products and services to internal and external customers, primarily focusing on customers across Spanish and English-speaking Worldwide.•Develop strong customer relationships by providing exceptional technical support alongside high levels of customer service utilizing phone, email, and other avenues where necessary.•Identify each customer's support and configuration requirements, set the customer expectations and resolve the customer's issue, delivering against the customer's expectations and your key performance indicators (KPIs).•Ensure all cases are resolved or escalated to the appropriate party in a timely manner in accordance with company service level agreements (SLAs) and individual KPIs, prioritizing caseload appropriately.•Built relationships with decision-makers to uncover business needs resulting in a 30% increase in cross-selling opportunities.•Diagnose and troubleshoot web browser and connectivity issues to help clients resolve their queries.•Identify a clear understanding of customer requirements to ensure expectations are delivered•Develop valuable and long-lasting relationships with all our customers•Troubleshoot and diagnose any customer issues in line with SiteMinder Customer Service Guidelines, ensuring compliance with service level agreements (SLAs).

• Strives towards customer retention and loyalty, fully supporting the customer to achieve a successful outcome to his/her enquiry.• Followed standard diagnostic procedures with an emphasis on handling the most frequently asked questions as effectively as possible, recognising more complex problems and escalating accordingly• Provided basic to moderately complex support to Apple customers on Apple products, systems, peripherals and software, in some cases, using communication skills to direct customers to third parties or other locations for further support.• Logged calls from customers into the customer relationship database and follow escalation procedures to resolve problems.• Tracked and follows cases to ensure that they closed in an efficient and timely manner. • Provided and maintained strong, professional relationship with all of Apple’s customers and show empathy for our customers at all times.• Followed Contact Centre procedures and ensured availability to take calls, adopting the call handling procedure and AUX code guidelines.• Provided feedback on a daily basis to the Team and ACMs on new/emerging issues that have identified and work to proactively highlight areas that need to be improved.• I was positive and proactive having a desire for positive improvement in quality.ScopeReceived and placed telephone calls. Maintained solid customer relationships by handling their questions and concerns with speed and professionalism. Performed data entry and used software programs. Also, required research skills to trouble shoot customer problems.Key Accomplishments:• Promoted to AppleCare Help Desk Level 2 for iOS and OS X Devices

• Create and execute a social media editorial calendar and content strategy• Leverage both existing and new channels to actively engage customers with the company’s brand• Collaborate with cross-functional teams to ensure timely and effective execution of impact social media and user-generated content tactics to support marketing activities and brand awareness.• Monitor competitive landscape as it pertains to digital and social media.• Execute the social media strategy by taking projects from concept through completion, on schedule, on budget and meeting or exceeding expectations.• Execute activities in social networking sites like Facebook, Pinterest, Twitter and other similar social sites, including posting on relevant blogs• Integrate company website into social media strategy• Serves as the administrator of the core social media platforms• Establish key metrics to measure effectiveness of the digital communications/social media programs, analyse the data and communicate results• Continually research new social media developments, emerging technologies and communicates best practices and trends in the social media field.

• Providing explanation of services and queries to customers • Solved customer queries and concerns in an efficient way • Answered telephone inquiries from customers regarding the status of units and other service issues • Responsibility for completing new customer registrations • Responsibility for dealing with customers and providing explanations on operating procedures of the organisation • Accurately gathering, recording and feeding back information relating to all client handled.• Undertaking customer retention and recovery activities• Regularly updated and maintained the customer database Key Accomplishments:• Helped company attain the highest customer service ratings (as determined by external auditors) earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness• Received highest score in a customer satisfaction survey over the phone