Roberto S. Email & Phone Number

Dublin, County Dublin, Ireland

• Associate Manager, Customer Experience Operations Merchandise
• Facilitate the onboarding of external partners and identify opportunities to drive revenue incollaboration with our Customer Support, Sales and Success departments in order to achievecommon goals and service levels.
• Lead initiatives that focused on the higher revenue drive by driving merchandise rewards to ourpartners whilst having meaningful conversations on the impact of the Workhuman product onreducing employee turnover and.
• Creation and implementation of a roadmap that focused on the development of ourproduct from a customer experience perspective, delivering important insight to our engineeringteam to elevate the product through market.
• Improving the customer experience by identifying changes and updating procedures within
• Design procedures and training for our teams to learn best practices in managing businessrelationships in a B2B environment, delivering an outstanding customer experience and contributing tobusiness growth.

Dublin City, County Dublin, Ireland

• Customer Support / Merchandise Team Lead
• Understanding our customer and external supplier needs through data analysis and theevaluating of customer sentiments to implement a strategy that would optimize our customerexperience. Maintaining Workhumans.
• Communicate with stakeholders on our customer vision and collective goals to create a one stopend-to-end customer experience that would attract new business and maintain our currentcustomer base.
• Lead initiatives to promote our merchandise redemption options with customers, highlighting thebenefits and efficiencies of this specific product feature whilst increasing revenue potential.
• Leading a team of Customer support Executives + Merchandise coordinators and Senior agents inefforts to exceed customer expectations, lead proactive and successful customer campaigns andidentify continuous improvement.
• Providing Effective coaching to each individual whilst motivating through change and identifyingtraining needs to ensure that they were highly knowledgeable and skilled on our product todeliver the best possible.

County Dublin, Ireland

• Overseeing the Support operation in collaboration with the management team undertakingleadership responsibilities, coaching and mentoring the team.
• Identify challenges for both our customers and the team and implement solutions that would bothmaintain the outstanding customer experience and help us meet our SLA’s/KPI’s.
• Dealing with customer escalations and through to resolution as the subject matter expert ofproduct on the team. Being the point of contact for all things related to product, ensuring theteam had the resources and.

County Dublin, Ireland

• Front-line advocate for Workhuman dealing with incoming queries by phone and emailacross English and Spanish for a global customer base.
• Identifying proactive escalations always trying to protect the customer experience.
• Handling queries for orders, tracking shipments and assessing possible inconveniences.
• Developing high attention to detail and product knowledge skills to become an SME.
• Managing challenging conversations and leading conversations towards success/resolution.
• Implementing new customer service policies and procedures.

Ashton New Road, Manchester M11 3FF, United Kingdom.

Caracas, Venezuela

Caracas, Venezuela

Master'S Degree, Advertising, Social Media And Advertising Design Specialization

Bachelor'S Degree, Business, Management, Marketing, And Related Support Services, Degree In Marketing And Advertising.