Lilian Andrea Hernandez Blanco Email and Phone Number
Customer Experience Specialist and Applied Business Management student with more than 6 years of experience focused on customer service design and customer loyalty strategies to guarantee an outstanding customer experience. Extensive experience analyzing customer needs (Voice of the Customer) and sharing insights with the organization to adapt the main points of contact of the Customer Journey Map of the company.I have strong communication, negotiation, and listening skills that allow me to identify and solve problems quickly and effectively. I am detail-oriented and enjoy working on the quality of processes to guarantee an outstanding customer experience.
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Customer Experience ManagerThe Spot BarbershopMiami, Fl, Us
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Customer Engagement SpecialistManitoba Hydro Sep 2023 - Aug 2024Winnipeg, Manitoba, CanadáEnsured customer safety and prevented property damage by promptly responding to gas service, emergency, and electric power outage calls, following company procedures.Provided detailed and exceptional customer service related to billing and credit matters, including explaining individual transactions, charges, credits, balances, and historical patterns.Negotiated, authorized, and monitored payment arrangements within policies and procedures, coordinating service reconnections and initiating advanced collection procedures when necessary. -
Market Research InterviewerIpsos In Canada Apr 2023 - Jun 2023Winnipeg, Manitoba, CanadaConduct in-depth interviews with potential and existing customers to gather data and insights on their preferences, opinions, and behavior.Maintain accurate records and data sets, and ensure confidentiality of information collected.Demonstrate excellent communication skills and ability to build rapport with interview subjects to obtain accurate and valuable information. -
Customer Experience ConsultantProfesional Independiente Mar 2022 - Nov 2022Bogotá, Capital District, Colombia
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Senior Customer Service AnalystCiti Jan 2021 - Feb 2022Bogota, D.C., Capital District, ColombiaSolved problems for LATAM corporate customers with accounts based in New York and provided constant customer support.Optimized some of the policies of the company based on the Voice of Customer insights.Developed and maintained a portfolio of clients through regular calls and personal interaction as needed. Performed the necessary analysis to address customer needs. -
Language SpecialistConcentrix Jan 2020 - Jan 2021Bogota, D.C., Capital District, ColombiaSupported the Talent Acquisition Department with the evaluation and definition of the English level required in each of the BPO's campaigns.Enhanced the agent's English assessment process which improved the selection results of the Talent Acquisition Department.Designed and executed an ESL improvement program for agents to guarantee the achievement of KPIs in each of the campaigns. -
Customer Experience SpecialistAvianca Jan 2016 - Jul 2019Bogota, D.C., Capital District, ColombiaManaged the requirements of VIP passengers on domestic and international flights to recover loyalty and offer high-quality service.Optimized some of the policies of the company based on the Voice of the Customer insights.Achieved an improvement in the Net Promoter Score through loyalty recovery strategies applied to high-value customers of the company.Got awarded in the internal program of the company ''Volar&Servir'' for VIP Client recognition. -
Customer Service TrainerJw Marriott Hotel Bogota Feb 2013 - Sep 2013Bogota, D.C., Capital District, Colombia
Lilian Andrea Hernandez Blanco Skills
Lilian Andrea Hernandez Blanco Education Details
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Business Administration And Management, General -
Business Administration And Management, General -
Pontificia Universidad JaverianaEnglish And French Language -
École France Langue ParisIdiomas
Frequently Asked Questions about Lilian Andrea Hernandez Blanco
What company does Lilian Andrea Hernandez Blanco work for?
Lilian Andrea Hernandez Blanco works for The Spot Barbershop
What is Lilian Andrea Hernandez Blanco's role at the current company?
Lilian Andrea Hernandez Blanco's current role is Customer Experience Manager.
What schools did Lilian Andrea Hernandez Blanco attend?
Lilian Andrea Hernandez Blanco attended University Of Manitoba, Universidad De La Sabana, Pontificia Universidad Javeriana, École France Langue Paris.
What skills is Lilian Andrea Hernandez Blanco known for?
Lilian Andrea Hernandez Blanco has skills like Teaching, Microsoft Office, Trabajo En Equipo, Microsoft Word, Powerpoint, Employee Relations, Oratoria, Public Speaking, Leadership Development, Docencia, Training, Human Resources.
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