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April 2023 - August 2024
Premium Dedicated Support/Managed Services

* Host weekly calls to help clients leverage the LMS for their internal training needs.
* Evaluate and respond to customer requirements to ensure satisfaction through account setup, continuous maintenance, and troubleshooting.
* Oversee the LMS by developing learning plans, enrolling participants, and customizing communications.
* Offer clients support with projects and features.
* Manage tickets using Zendesk.
* Report IT issues and ensure appropriate follow-up.

WORKANA LLC - Argentina
Customer Service
July 2014 - December 2022
* Foster lasting relationships and trust with customers through open and engaging communication.
* Assess and understand customer needs to ensure their satisfaction.
* Act as a bridge between enterprise clients and freelancers, ensuring effective communication for successful project results.
* Handle the administrative details of project transactions, including freelancer payroll, with precision and care.
* Respond quickly to customer complaints, providing appropriate solutions and alternatives.
* Manage tickets, phone calls, and live chat support.

PRINCESS CRUISES - United States
Boutiques On Board
July 2005 - October 2012

I started my career as a Sales Associate and joined the management team in 2008 as the second-in-command, eventually becoming the Assistant Manager. I also had the chance to act as the manager on several occasions, where I was responsible for financial performance, asset management, and team supervision, delivering impressive results.
During my time on different ships, I collaborated effectively with other departments on passport control and management, emergency evacuation drills, and quality control surveys (assessing local guides, transportation types, security levels, etc.) to ensure that contracted services met established standards.

Responsibilities:
* Customer Service: Ensured that the team delivered high-quality service by supervising and coaching in areas needing improvement. I was also responsible for addressing passenger complaints and purchase issues to provide the best possible experience.
* Financial Performance: Met sales targets by supporting sales assistants who required help to achieve their goals. Identified missed business opportunities and implemented necessary adjustments.
* Team Management: Made sure the team understood their expectations by monitoring their performance, providing encouragement, offering corrections, and recognizing those with growth potential. Conducted performance evaluations and organized fair and effective rotations.

INTER.NET ARGENTINA: Account Manager (1998 – 2004)
Internet Service providers Franchise: My role involved providing technical and commercial advice on the products and services offered to local representatives, as well as introducing the Distributor to the local market. Initially, I joined as a salesperson for home products, but I was provided the opportunity to develop on a different path.

BANCO DE VALORES: Customer Service (1989 – 1996)
Stock Exchange Branch: Investment Officer. Branch dedicated to serving Stock Brokers operating in the Buenos Aires Stock Market – Headquarters and Rosario Branch: Customer service, general accounting and Executive Assistant.","rawText":"NEOVATION Learning Solutions - Canada April 2023 - August 2024 Premium Dedicated Support/Managed Services * Host weekly calls to help clients leverage the LMS for their internal training needs. * Evaluate and respond to customer requirements to ensure satisfaction through account setup, continuous maintenance, and troubleshooting. * Oversee the LMS by developing learning plans, enrolling participants, and customizing communications. * Offer clients support with projects and features. * Manage tickets using Zendesk. * Report IT issues and ensure appropriate follow-up. WORKANA LLC - Argentina Customer Service July 2014 - December 2022 * Foster lasting relationships and trust with customers through open and engaging communication. * Assess and understand customer needs to ensure their satisfaction. * Act as a bridge between enterprise clients and freelancers, ensuring effective communication for successful project results. * Handle the administrative details of project transactions, including freelancer payroll, with precision and care. * Respond quickly to customer complaints, providing appropriate solutions and alternatives. * Manage tickets, phone calls, and live chat support. PRINCESS CRUISES - United States Boutiques On Board July 2005 - October 2012 I started my career as a Sales Associate and joined the management team in 2008 as the second-in-command, eventually becoming the Assistant Manager. I also had the chance to act as the manager on several occasions, where I was responsible for financial performance, asset management, and team supervision, delivering impressive results. During my time on different ships, I collaborated effectively with other departments on passport control and management, emergency evacuation drills, and quality control surveys (assessing local guides, transportation types, security levels, etc.) to ensure that contracted services met established standards. Responsibilities: * Customer Service: Ensured that the team delivered high-quality service by supervising and coaching in areas needing improvement. I was also responsible for addressing passenger complaints and purchase issues to provide the best possible experience. * Financial Performance: Met sales targets by supporting sales assistants who required help to achieve their goals. Identified missed business opportunities and implemented necessary adjustments. * Team Management: Made sure the team understood their expectations by monitoring their performance, providing encouragement, offering corrections, and recognizing those with growth potential. Conducted performance evaluations and organized fair and effective rotations. INTER.NET ARGENTINA: Account Manager (1998 – 2004) Internet Service providers Franchise: My role involved providing technical and commercial advice on the products and services offered to local representatives, as well as introducing the Distributor to the local market. Initially, I joined as a salesperson for home products, but I was provided the opportunity to develop on a different path. BANCO DE VALORES: Customer Service (1989 – 1996) Stock Exchange Branch: Investment Officer. Branch dedicated to serving Stock Brokers operating in the Buenos Aires Stock Market – Headquarters and Rosario Branch: Customer service, general accounting and Executive Assistant.","canEdit":false,"editUrl":"https://www.workana.com/freelancer/f0571b1fa5dd7ca0edbc912fbae336cf/profile/history","g11n":{"edit":"Edit","save":"Save","cancel":"Cancel","warning":"Warning: Don't share contact information or you may be blocked.","expandText":"View more","collapseText":"View less","placeholder":"Describe your work on previous projects, your role, and your contributions for each milestone of your professional career. Tell us how your work has brought value to the projects you have collaborated on in the past. 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Meu foco é oferecer suporte estratégico e personalizado para que cada profissional maximize suas oportunidades e alcance o sucesso. Minhas principais responsabilidades: ✔ Oferecer suporte individualizado e coaching para desenvolvimento profissional ✔ Auxiliar na ativação de benefícios e otimização de perfis para aumentar a competitividade dos talentos ✔ Gerenciar o relacionamento com os participantes, promovendo engajamento e retenção ✔ Coletar e analisar feedbacks para aprimorar continuamente a experiência dos talentos no programa Especialista em Customer Success (Jun 2022 – Jun 2024) Desempenhei um papel fundamental no desenvolvimento e implementação de estratégias focadas no cliente, garantindo retenção, satisfação e crescimento sustentável. Principais entregas e conquistas: ✔ Redução do churn em 15%, fortalecendo a fidelização dos clientes ✔ Aumento do NPS para 88, aprimorando a experiência do usuário ✔ Implementação de processos que otimizaram o suporte e reduziram o tempo de resposta ✔ Uso estratégico de ferramentas como HubSpot, Salesforce e Zendesk para análise de dados e tomada de decisão Analista de CS (Jan 2020 – Jun 2022) Como Analista de CS e Marketing em uma agencia, fui responsável por impulsionar a retenção de clientes e otimizar a experiência do cliente através de estratégias de marketing digital e melhorias contínuas baseadas em dados. ? Principais conquistas: ✔ Aumento da Retenção de Clientes: Implementei um programa de fidelidade inovador que resultou em um aumento de 25% na retenção de clientes ✔ Melhoria Contínua Baseada em Feedback: Estabeleci um sistema eficiente de coleta de feedback, impactando diretamente a satisfação do cliente e a melhoria dos processos ✔ Redução de Pontos de Fricção: Identifiquei e eliminei pontos de fricção na jornada do cliente, resultando em um aumento de 20% na satisfação geral ✔ Upsell e Vendas: Apliquei estratégias de upsell que impulsionaram a retenção de vendas, fortalecendo o relacionamento com clientes e otimizando os resultados financeiros Analista de Marketing (Jan 2018 – Jan 2020) No meu tempo como Analista de Marketing, fui responsável pela gestão de campanhas digitais e pela otimização do conteúdo para garantir maior visibilidade e engajamento da marca. Principais entregas: ✔ Gestão de Campanhas Digitais: Orquestrei campanhas de marketing digital que aumentaram a base de seguidores em 40% nas redes sociais ✔ Otimização de Conteúdo e SEO: Desenvolvi conteúdo otimizado para SEO, elevando a visibilidade online da marca e posicionando-a como líder no setor ✔ Eficiência Orçamentária: Otimizei o orçamento de marketing em 20%, mantendo a eficácia das campanhas e maximizando os resultados","rating":5,"ranking":213,"position":{"position":"silver","next":{"name":"Gold","next":"platinum","description":"Gold es el cuarto nivel de Workana. Estás a un paso de convertirte en un top freelancer y acceder a los mejores beneficios. Continúa el excepcional trabajo: ingresos, calificaciones y clientes satisfechos son la clave. Leer más","explain":"Un freelancer Gold ya ha trabajado con por lo menos 4 clientes diferentes y consiguió muy buenos resultados. Para estos profesionales, su reputación es muy importante. ¡No te pierdas la oportunidad de conocer su talento en tu próximo proyecto! Leer más"},"name":"Silver","description":"Silver es el tercer nivel de Workana. Vas por buen camino. Mantente activo y cumple los requisitos para seguir creciendo. Ten en cuenta: ingresos, calificaciones y clientes satisfechos. Leer más","explain":"Un freelancer Silver es un profesional con un historial de más de 2 clientes satisfechos. Esto significa que ya tiene sus primeras estrellas y su carrera profesional en Workana comenzó muy bien. No olvides chequear su perfil para saber más sobre su reputación. Leer más"},"completed":2,"hourlyRate":{"rate":10,"currency":"USD"},"badges":[{"type":"course_completed","profile":"worker","active":true}],"shouldShowHireMeDialog":false},"profileUrl":"https://www.workana.com/freelancer/388974bff6760e0eee90f07bbf2add55","logoUrl":"https://cf.workana.com/logos/2cdd6bece34db96df3ee3b84740e5939/yb/profilepic_160_160.png","truncatedCompanyDescription":"Desde cedo, sempre fui apaixonada por comunicação e por ajudar as pessoas a alcançarem seus objetivos. Mas minha formação inicial foi em Biblioteconomia, uma área incrível, porém mais técnica e estruturada do que eu r...","ratingData":{"label":"5 of 5.00","stars":5},"countryData":{"country":"BR","name":"Brazil","class":"flag flag-br","url":"https://www.workana.com/freelancers/brazil?ref=freelancer_view","blankGif":"https://wkncdn.com/newx/assets/build/img/blank.e5634ce39.gif"},"skillTags":[{"anchorText":"Article Writing","anchorLink":"https://www.workana.com/hire/article-writing","isCertified":false,"title":"Article Writing - Freelancers"},{"anchorText":"Customer Support","anchorLink":"https://www.workana.com/hire/customer-support-1","isCertified":false,"title":"Customer Support - Freelancers"},{"anchorText":"Internet Marketing","anchorLink":"https://www.workana.com/hire/internet-marketing","isCertified":false,"title":"Internet Marketing - Freelancers"},{"anchorText":"SEO","anchorLink":"https://www.workana.com/hire/seo-1","isCertified":false,"title":"SEO - Freelancers"},{"anchorText":"Marketing Strategy","anchorLink":"https://www.workana.com/hire/marketing-strategy","isCertified":false,"title":"Marketing Strategy - Freelancers"},{"anchorText":"E-mail marketing","anchorLink":"https://www.workana.com/hire/e-mail-marketing-1","isCertified":false,"title":"E-mail marketing - Freelancers"},{"anchorText":"Creative Writing","anchorLink":"https://www.workana.com/hire/creative-writing","isCertified":false,"title":"Creative Writing - Freelancers"},{"anchorText":"Typing","anchorLink":"https://www.workana.com/hire/typing","isCertified":false,"title":"Typing - Freelancers"},{"anchorText":"Online Writing","anchorLink":"https://www.workana.com/hire/online-writing","isCertified":false,"title":"Online Writing - Freelancers"},{"anchorText":"Admin Support","anchorLink":"https://www.workana.com/hire/admin-support-1","isCertified":false,"title":"Admin Support - Freelancers"},{"anchorText":"Admin Support","anchorLink":"https://www.workana.com/hire/admin-support","isCertified":false,"title":"Admin Support - Freelancers"}]}],"viewAllUrl":"https://www.workana.com/freelancers?ref=freelancer_view","g11n":{"title":"Other freelancers in our spotlight:","viewAll":"View all profiles","hire":"Hire","viewDetails":"View more","completedProjects":"Completed projects:"}},"backgrounds":{"show":false},"actions":{"directPaymentUrl":"https://www.workana.com/checkout/direct/f0571b1fa5dd7ca0edbc912fbae336cf","directPaymentText":"Send direct payment"},"bannerAccelerator":null}