Supported the America Sales and Marketing Organization (ASMO) by executing the administrative/audit tasks necessary to help the field sales teams manage their accounts, opportunities, leads, etc. in a CRM system (Salesforce).▪ Access web-hosted document repositories and follow documented business processes.▪ Navigate between many business records and research issues as necessary.▪ Frequently run reports and carry out audit and analytical tasks using the extracted data.▪ Work with a variety of tools to help support the Online Sales Center for North and Latin America as well as other customer facing field sales audiences.▪ Frequently awarded for quality and timely support.

Effectively collected and utilized customer data to support decision-making and process improvements. Identified and forecasted trends, delivering customer research and analysis to executive management. Developed weekly reports using gathered data to track short and long-term trends and customer pain points. Performed routine and ad-hoc deep dives into data to establish drivers for customer contacts.▪ Efficiently managed the reduction in available data provided by customer service agents, adapting reports to refocus priority from granular contact feedback to trends, with more emphasis on data from resources such as app reviews and bug reports. This transition ensured continual delivery of detailed reporting to stakeholders without interruption.▪ Worked alongside engineering to review data and logistics aimed at merging two separate e-commerce platforms (web & app) into one. This transition enabled the use of a single seamless platform across all devices, streamlining processes and improving capabilities.

Gathered and analyzed data daily to maintain current information and understanding of the complex and rapidly evolving issues facing customers, manufacturers, customer support, and vendors. Analyzed data to identify drivers of lost revenue. Audited agent interactions for mishandled customer requests and inquiries. Communicated newly identified trends with stakeholders, providing frequent updates for decision-making purposes. Updated backend issues within the CRM system when necessary.▪ Identified an opportunity in utilizing delivery guarantees from shipping carriers. Took on the task of filing weekly claims for missed and damaged packages, recouping $65k+ in funds quarterly.▪ Played a key role in the planning and design of an auditing tool for order resolution, eliminating inconsistencies in data, automating processes, and improving performance.

Delivered exceptional customer support, ensuring client satisfaction while providing account information, responding to inquiries, and resolving issues. Assisted customers in making changes to their accounts, payment plans, and personal data. Managed confidential customer information with discretion and care, ensuring full compliance with company standards. Recognized for continued dedication to quality service.