Marcella Freitas Email & Phone Number

Natal, Rn, Br

• Monitoring and evaluating customer interactions across various channels (phone and chat) to assess adherence to company standards and policies;• Identifying trends and patterns in customer interactions to pinpoint areas of excellence and opportunities for process improvements;•Collaborating with customer service supervisors and managers to develop and implement initiatives that enhance the skills and performance of customer service teams;•Compiling and analyzing data related to quality monitoring activities, preparing reports and presentations to communicate findings and recommendations for operations;• Participating in calibration sessions with other quality monitors and supervisors to ensure consistency and impartiality in evaluation processes.

Natal, Rio Grande Do Norte, Brasil.

• Providing support via chat for CSR1s on unknown device, content and billing issues that their customers are facing;• Reporting issues currently under research, as well as new issues, to the technical research team by sending detailed reports via ticketing with the customer's or CSR1s information;• Using critical thinking to break down problems, evaluate solutions and make decisions to deal with unusual cases and requests;• Sending insights to help improve the experience for customers using the platform, as well for agents within the internal work knowledge base;• Participating on new hire training when needed;• Experience in remote work (1+ year).

Rio Grande Do Norte, Brazil

• Monitoring and evaluating customer interactions across various channels (phone and chat) to assess adherence to company standards and policies;• Identifying trends and patterns in customer interactions to pinpoint areas of strength and opportunities for process improvements;• Collaborating with customer service supervisors and managers to develop and implement initiatives to enhance the skills and performance of customer service teams;• Compiling and analyzing data related to quality monitoring activities, preparing reports and presentations to communicate findings and recommendations to operations;• Participating in calibration sessions with other quality monitors and supervisors to ensure consistency and fairness in evaluation processes.

Natal, Rio Grande Do Norte, Brasil

• Customer service representative of a global streaming platform • Guiding new customers through the sign up flow and answering their basic questions about the platform via phone;• Helping current members in understand billing, content and device issues, as well as instructing them on how to troubleshoot those issues.