Irma Fernandez

• Enhanced customer satisfaction by addressing and resolving customer inquiries and complaints in a timely manner.
• Provided excellent support to customers, troubleshooting technical issues and guiding them through resolution steps.
• Created a project from scratch for NHS to provide tips and best practices after the On-job-training period

• Resolved customers' issues related to online bookings via phone, chat, email in spanish, english and italian
• Improved first call resolution rates with thorough product knowledge and efficient problem-solving skills.
• Handled challenging situations with empathy and patience, demonstrating a commitment to customer satisfaction at all times.

• Service Level Coordination: monitored outsourcing schedule adherence flagging real-time through the designated channels, adding SLC decision to move resources when needed forecast staffing capabilities.
• Provided coaching feedback to front-line teams (4 leaders for the outsourcing teams of LATAM and EMEA) on case learnings to reduce future escalations.
• Excellent Root cause analysis abilities with regards to policy, processes and operation-norms
• Participated in every call calibration to identify any Policy, process or help-support article gaps. I was the leader assigned for the meetings.
• Created and published new articles (3 per semester) in the Internal Knowledge Portal after finding solutions and reviewed with peers, leaders and managers.
• Social Media resolutions for EMEA, UK and LATAM

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Italian, Spanish, English

Italian and Spanish

Customer Care experience in Italian and Spanish

• Fundraising, marketing face to face for NGO