Stefany Alvarado Alvarez
Madrid
Summary
Customer service professional with a solid foundation in effectively addressing customer needs and resolving concerns. Skilled in streamlining processes to improve customer satisfaction and operational efficiency. Recognized for strong teamwork and adaptability in dynamic environments. Possesses excellent communication, problem-solving, and empathy skills. A results-oriented achiever with a proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions that enhance organizational performance.
Overview
10
10
years of professional experience
Work History
Customer Care Expert
Xe Money Transfer
04.2024 - Current
- Respond promptly and professionally to inbound calls, emails and chats from customers regarding their transactions, needs, or issues.
- Communicate with internal teams as required to ensure query resolution is timely and professional, taking ownership, following up and escalating as required.
- Demonstrated flexibility by adapting to new procedures and technology as the company evolved, ensuring a seamless experience for clients.
- Utilized CRM software effectively to track interactions with customers, ensuring accurate data entry for future reference and analysis purposes.
- Educated customers about billing, payment processing and support policies and procedures.
- Increased efficiency and team productivity by promoting operational best practices.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Participated in ongoing professional development opportunities aimed at enhancing industry knowledge as well as refining core customer care skills.
- Provided constructive feedback during team meetings based on personal experiences in order to elevate collective performance levels.
Customer Service Supervisor
Global Exchange
05.2015 - 03.2024
- Improved office operations by automating client correspondence, record tracking and data communications.
- Developed internal requirements and standards to minimize regulatory risks and liability across programs.
- Coached employees through day-to-day work and complex problems.
- Increased an average of 40,000 euros in monthly revenues by understanding the needs of the client and recommending the right products.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Developed comprehensive training materials for new hires, ensuring consistent knowledge and skill development across the team.
- Identified customer service trends to provide recommendations for process and procedural improvements.
Education
Diploma of Photography - Photo Imaging
The Photography Institute
01.2020
Master of Graphic and Web Design -
Aula Creactiva
01.2020
Bachelor of Communication -
Northeastern Illinois University
01.2011
Skills
- Front-End Development Skills
- Cascading Style Sheets
- JavaScript Proficiency
- Adobe Illustrator Expertise
- Adobe InDesign Proficiency
- Adobe Photoshop Proficiency
- Experienced with Microsoft Office Suite
- WordPress Site Management
- Zendesk Support Expertise
Languages
Spanish
English
Cognitive Traits
- Time Management
- Problem Solving
- Effective Communication
- Data Management
- Multitasking
- Adaptability
- Empathy
- Collaboration
- Resiliency
- Relationship Building
- Patience
Timeline
Customer Care Expert
Xe Money Transfer
04.2024 - Current
Customer Service Supervisor
Global Exchange
05.2015 - 03.2024
Master of Graphic and Web Design -
Aula Creactiva
Diploma of Photography - Photo Imaging
The Photography Institute
Bachelor of Communication -
Northeastern Illinois University
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