Oriana Gonzalez
Granada
Summary
At Vexcel, I am mainly responsible for leading the Chatting team, controlling chat material and presenting general reports to Management.
Assemble an internal SEO team with the objective of improving organic positions, which has resulted in a growth of 20k monthly organic visitors.
Monitor and control the quality of chats to ensure greater sales advantage.
Overview
1
1
year of professional experience
Work History
Chat Manager
Onlydreams Management
01.2023 - Current
- Enhanced customer satisfaction by efficiently managing chat support teams and ensuring prompt issue resolution.
- Streamlined chat support processes for improved response times and increased customer retention rates.
- Developed comprehensive training programs for new chat representatives, resulting in higher staff competency levels.
- Implemented performance monitoring systems to identify areas of improvement and boost team efficiency.
- Collaborated with other managers to create cohesive strategies that addressed overall company goals and objectives.
- Optimized chat workflows, reducing average handle time while maintaining high-quality service standards.
- Managed staffing requirements, including hiring, onboarding, and scheduling, to ensure adequate coverage during peak hours.
- Resolved escalated customer issues promptly by communicating directly with customers or coordinating with relevant departments as necessary.
- Continuously researched industry best practices for online customer support services to stay ahead of emerging trends and maintain competitive advantage.
- Created monthly reports detailing key metrics such as response times, resolutions rates, and overall team performance indicators.
Education
GED -
Mamma Milf's Sexting Program
United States06.2021
Skills
- Empathy and Compassion
- Delegation and Supervision
- Conflict Resolution
- Change Management
Languages
Spanish
Bilingual or Proficient (C2)
Timeline
Chat Manager
Onlydreams Management
01.2023 - Current
GED -
Mamma Milf's Sexting Program
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