Miguel Granda Email & Phone Number

Miami, Florida, Us

Miami, Florida, Us

Organizes and leads a domestic and outsourced customer service department; works together with the sales team to close deals and generate leads.Serves as a point of contact for internal teams in marketing, sales, product development, and operations concerning customer service; provides reports and analyses based on customer feedback to identify trends that could improve the product and service.Oversees, coordinates, and carries out process improvement initiatives involving several teams, such as operations, sales, and customer service.Keeps an eye on all customer interaction channels, including email, live chat, and voice, to assist case escalation; develops and keeps up SOPs and training materials for staff and customer product education.Stays informed about industry trends, emerging technologies, and best practices in customer support; applies this knowledge to keep the support operations up to-date and competitive.

Mumbai, Maharashtra, In

Assisted customers with order placement, tracking, and delivery status; this included verifying order details, ensuring accurate billing, and providing updates on shipping and delivery.Managed customer complaints and concerns as a critical responsibility; skilled in de-escalation techniques and problem-solving to turn negative experiences into positive ones.Developed and maintained a deep understanding of the company's products or services as vital; provided detailed product information and recommendations to assist customers effectively.Gathered feedback from customers to identify areas for improvement in products, services, or the customer service process; this feedback was valuable for the company's continuous improvement efforts.Participated in quality assurance programs to ensure that customer service interactions met or exceeded established standards for professionalism, accuracy, and customer satisfaction.

East Brunswick Township, New Jersey, Us

Act as primary contact for Rising Pharmaceuticals customers. Liaise between customer and management to ensure smooth operations delivery. Coordinate and manage project tasks such as short dated sales, one-time buys, and product launches while maintaining compliance with cGMP. Monitor, control, and manage business operations to meet customer expectations and company goals through timely sales, deliveries, and coordination with supply chain, IT, and warehouse/operations team. Create and maintain a positive rapport with customers to ensure customer satisfaction and maintain a mutually beneficial business relationship. Cross-training new employees to current CX standards and SOP creation for future reference Assess current workflow tasks and delegate responsibilities and orders/inquiries based on significance/time sensitivity to a small team. Ensure that all inquiries are addressed in a timely manner for every customer. Establish a rubric to grade and assess a teammates strengths, weaknesses, and areas of improvement. This includes providing a road map for improvement and providing feedback to optimize efficiency to the workflow to improve the customer experience.

Track sales and movement reports for several large accounts including The Vitamin Shoppe, Sprouts, and Natural Grocers. Create rapport with customers and establish relationships between NPG and retailers to ensure a lasting and successful business relationship. Asses micro- and macro-level concerns and questions based on costs, client needs, and complexity. Assist in managing sales accounts for e-commerce totalling $10MM in sales per year. Organize and create deals for retailers in a succinct way that both salespersons and retailers can understand to pass savings on to customers to drive sales.

Blackfriars, London, Gb

Responded to customer inquiries through various channels such as phone, email, chat, or in-person interactions; providing accurate and timely information to address questions and concerns.Identified and resolved customer problems and concerns effectively; this included troubleshooting technical issues, addressing billing disputes, and finding solutions to service-related problems.Managed customer complaints and concerns skillfully; utilized conflict resolution techniques and problem-solving skills to address customer dissatisfaction and transform negative experiences into positive ones.Maintained a deep understanding of the company's products or services; well-versed in product features, benefits, and specifications to provide customers with accurate information and recommendations.Upheld detailed and accurate records of customer interactions, including issues, resolutions, and feedback. This data is used for tracking and improving service quality.