Literary Creation student with advanced English proficiency (C1) and basic French (A1). Strong background in personal assistance, calendar management, and client support, with a consistent focus on organization and clear, effective communication.
I bring over three years of experience as a Customer Service Representative in the BPO industry, supporting U.S. and Canadian brands. Throughout my career, I have optimized customer information management by implementing a digital system, reducing data retrieval time by 50%. I have successfully handled complex customer inquiries under tight deadlines, contributing to a 40% reduction in average response time and a 15% increase in overall customer satisfaction.
Additionally, I managed high-volume appointment scheduling for a home insurance company, generating up to 500 appointments daily while identifying cross-selling opportunities that drove a 10% increase in sales. I also handled escalation cases in a call center environment, effectively de-escalating conflicts, validating documentation, and collaborating in executive-level discussions to resolve complex issues. My work has consistently focused on enhancing the customer experience and delivering efficient, high-quality service.