Gissell Faria Chavez
Houston,TX
Summary
Professional and bilingual individual with over 14 years of experience, including 5 years in the Customer Service Industry. Skilled in exemplary customer service and multicultural team management. Motivated and eager to apply knowledge, seeking opportunities to expand skills and contribute to company growth. Experienced in operational standards and best practices, disciplined, reliable, and dedicated to continuous personal and professional growth. Emphasizes the importance of good service, respect, and a positive attitude. Proven track record of excellence in enhancing customer satisfaction and driving improvements in service quality. Proficient in SAP HANA ERP and CRM software, bringing valuable technical skills to the table. Creates an inclusive and high-performing team environment.
Overview
14
14
years of professional experience
5
5
years of post-secondary education
Work History
Quality Improvement Customer Service Coordinator
CPM International Telebusiness Dyson South EU
Barcelona, Spain (Hybrid)
03.2023 - 11.2023
- Reviewed and improved existing procedures for accuracy and effectiveness, ensuring compliance with industry service standards and enhancing customer satisfaction.
- Established quality standards for Back Office team members and implemented an evaluation method for key performance indicators within the EU Markets.
- Provided guidance and mentoring to the Quality Coach team on best practices in quality service control.
- Conducted training sessions for staff to enhance their performance in alignment with new quality procedures.
- Monitored Back Office customer service interactions, offering feedback to Operational management and South Europe Markets Team Leaders.
- Drafted comprehensive reports on quality issues, including root cause analysis, corrective actions, and preventive measures.
Customer Service Manager (Back-Office)
CPM International Telebusiness (Dyson Iberia)
Barcelona, Spain (Remote)
11.2021 - 03.2023
- Led a multicultural team of 15 employees as the back office operations lead for Dyson in the Iberia market.
- Served as the primary contact for escalated issues, ensuring effective communication between customers, Dyson, and internal teams.
- Ensured compliance with company and market regulations, developed and maintained back office procedures and policies.
- Organized daily workflow, evaluated employee performance, and provided motivation to enhance productivity.
- Provided technical and administrative support, including training on software applications (SAP HANA ERP, Salesforce, Adyen, Courier Platforms, Contact Center Software).
- Investigated and promptly resolved sensitive customer service complaints to achieve satisfaction.
- Coordinated with various departments on cross-functional projects and collaborated with leaders to establish organizational goals.
- Established relationships with third-party providers for Back Office operations services.
- Generated reports summarizing performance metrics and customer feedback, presenting results in weekly client meetings.
Customer Service Back Office Specialist
CPM International Telebusiness (Dyson Iberia)
Barcelona, Spain. (Remote)
05.2020 - 11.2021
- Performed CRM tasks in SAP HANA ERP for quality assurance satisfaction in Invoicing, Exchanges, Returns, and Sales orders.
- Resolved incoming customer inquiries promptly, demonstrating strong knowledge of services, products, and brand policies.
- Managed courier issues related to sales orders and solved delivery problems directly with service providers and customers.
- Connected necessary departments to respond to customers via phone or email, providing updates and final resolutions.
- Processed payments and refunds using online payment systems or manual checks.
- Followed company policies and procedures for managing exchanges and returns, updating accounts accordingly.
- Verified invoice accuracy prior to processing payments, and handled warranty processes and returns policies.
- Supported the B2B Team with after-sales policies.
Customer Service Representative
CPM International Telebusiness (Dyson ES)
Barcelona, Spain (On-site)
05.2019 - 05.2020
- Maintained clear and concise communication with customers via phone, email, and chat channels.
- Enhanced relations through friendly, knowledgeable, and positive communication, addressing inquiries and resolving issues.
- Effectively resolved customer concerns, ensuring a positive customer experience.
- Managed accurate order processing, tracking, and coordination with relevant departments.
- Developed and maintained in-depth product and service knowledge for effective customer assistance.
- Recorded and documented customer interactions, ensuring accurate and organized records.
- Collaborated with other departments to address complex customer issues and improve service delivery.
- Provided feedback on customer trends and contributed to process improvement initiatives.
- Identified opportunities for upselling and cross-selling additional products or services to meet customer needs.
English Language Teacher
Kids & Us
Sabadell, Spain
09.2017 - 03.2019
- Developed and implemented pre-selected lesson plans to instruct students in English as a second language for kids from 9mo to 16y.
- Selected and implemented interesting and interactive learning media to increase student understanding of course materials following Company Learning strategy.
- Assessed student performance, behavior and social development and devised improvement strategies for struggling children.
- Tutored students requiring additional assistance in grammar and reading comprehension and met with parents and guardians in conference sessions to discuss students' progress.
Graphic Designer & Community Manager
Grow Together Marketing
Maracaibo , Venezuela (remote)
09.2014 - 04.2016
- Created corporate brands with cohesive designs for logos and letterheads.
- Designed print materials for effective marketing campaigns.
- Developed engaging advertisements to boost sales revenue and expand customer base.
- Prepared branding packages for point-of-purchase displays, marketing materials, and product packages.
- Contributed to marketing strategy development and implementation for business growth.
- Led social media marketing plans and directed initiatives for brand building, guest retention, and revenue.
- Ensured consistency in visual design and brand messaging across digital advertising platforms.
- Improved organic search engine ranking and managed paid search marketing for SEO optimization.
- Successfully managed multiple projects concurrently, meeting tight deadlines.
- Tracked website analytics and reported findings to clients, optimizing campaigns based on key metrics.
Sales Representative
TJ Mercadeo Directo
Maracaibo, Venezuela
09.2009 - 12.2011
- Developed and maintained relationships with existing clients to ensure customer satisfaction.
- Organized client visits, presentations, product demonstrations and trade shows.
- Negotiated pricing contracts with customers to maximize profits.
- Performed regular follow-ups with prospects to close deals in a timely manner.
- Answered inquiries from prospective customers regarding features of products and services offered
- Monitored customer order process and addressed customer issues.
- Managed inventory levels by ordering sufficient stock for each account.
- Reviewed monthly performance against targets set by management team.
Internship - Graphic Designer (Part Time)
Cobeca
Maracaibo, Venezuela
2011.01 - 2011.07
- Assisted in the design and development of graphics for advertising and promotional printed media for Farmacias SAAS and Botiqueria. Nationwide pharmacy chain in Venezuela.
- Collaborated with the marketing team to ensure brand consistency across all visual communications.
- Participated in brainstorming sessions to generate new ideas for digital marketing campaigns.
- Supported the creation of promotional materials for events.
- Aid in the maintenance and update of website graphics and layouts
Education
Diploma Certificate - PNL Coaching Practitioner
Reseteate Online School
Houston, USA 04.2021 - 07.2021
Graduate Certificate - Digital Business And Social Media
Universidad Rafael Belloso Chacin
Maracaibo, Venezuela 06.2015 - 04.2016
Graduate Certificate - Print Media Design And Advertising
Universidad Rafael Belloso Chacin
Maracaibo, Venezuela 01.2011 - 11.2011
Bachelor of Science - Computer Science- Graphic Design
Universidad Rafael Belloso Chacin
Maracaibo, Venezuela 04.2008 - 07.2011
Skills
Personal
- Friendly, positive attitude
- Adaptive and flexible team player
- Critical thinking and Meticulous attention to detail
- Creative, problem solving
Operations and Technology:
- Salesforce & CRM Softwares
- IVR Software (Genesys Cloud CX, Boldchat, Aspect)
- WFM Software (Injixo)
- SAP/HANA ERP
- Microsoft Office and Microsoft Teams
- Call Center Operations
Team Management and Personnel Development:
- Team Building and Leadership
- Staff Training, Mentoring, and Coaching
- Staff Management & Performance Monitoring and Evaluation
- Management of Remote Employees
- Resource Coordination
Problem Solving and Customer Service:
- Customer Service Skills, Call Handling & Technical Support
- Problem Resolution / Issue to Resolution / One Call Resolution
- Problem-solving abilities & Decision-Making
- Handling Escalations & Complaints
- Returns & Warranty Policy Familiarity
Processes and Quality:
- Sales
- Account Management
- Project Management
- Data Entry
- Payment & Invoice Processing
- Quality Assurance and Quality Assessments
- Report Preparation
Languages
Spanish
First Language
English
Proficient (C2)
C2
Italian
Elementary (A2)
A2
Catalan
Intermediate (B1)
B1
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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References
References available upon request.
Quote
It is never too late to be what you might have been.
George Eliot
Timeline
Quality Improvement Customer Service Coordinator
CPM International Telebusiness Dyson South EU
03.2023 - 11.2023
Customer Service Manager (Back-Office)
CPM International Telebusiness (Dyson Iberia)
11.2021 - 03.2023
Diploma Certificate - PNL Coaching Practitioner
Reseteate Online School
04.2021 - 07.2021
Customer Service Back Office Specialist
CPM International Telebusiness (Dyson Iberia)
05.2020 - 11.2021
Customer Service Representative
CPM International Telebusiness (Dyson ES)
05.2019 - 05.2020
English Language Teacher
Kids & Us
09.2017 - 03.2019
Graduate Certificate - Digital Business And Social Media
Universidad Rafael Belloso Chacin
06.2015 - 04.2016
Graphic Designer & Community Manager
Grow Together Marketing
09.2014 - 04.2016
Graduate Certificate - Print Media Design And Advertising
Universidad Rafael Belloso Chacin
01.2011 - 11.2011
Internship - Graphic Designer (Part Time)
Cobeca
2011.01 - 2011.07
Sales Representative
TJ Mercadeo Directo
09.2009 - 12.2011
Bachelor of Science - Computer Science- Graphic Design
Universidad Rafael Belloso Chacin
04.2008 - 07.2011
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