Margarita C. - Customer Support Specialist & Student Guidance

Granada, Spain

Experience

Oct 2024 - Jan 2026

1 year 4 months

Deliver exceptional customer support across diferents channels (email, chat, phone), with an emphasis on clear communication and quick resolutions, ensuring high levels of satisfaction.
Lead new user onboarding and troubleshooting, offering tailored guidance for account setup, technical issues, and product-related inquiries.
Actively resolve complex customer issues by collaborating with cross-functional teams and escalating unresolved problems to the N2 support team to ensure timely solutions.
Providing advice on digitalization courses for clients.
Document all customer interactions in CRM, providing detailed records.

Feb 2021 - Oct 2024

3 years 9 months

Conducted data labeling for machine learning projects.
Assessed and flagged language and content appropriateness for specific cultural and geopolitical markets, ensuring that customer interactions felt relevant and personalized.
Recognized for applying exceptional attention to detail and adhering to productivity standards, consistently achieving a 98% quality rating for data annotation tasks.

Oct 2015 - Jan 2017

1 year 4 months

Rotterdam, Netherlands

Supervised and mentored a team of customer service agents, providing training on best practices and effective communication strategies to enhance team performance.
Generated and delivered final reports for Spanish-language cluster projects, ensuring timely completion and thorough customer insights.
Translated key customer service materials between English and Spanish, ensuring smooth communication and improving customer understanding across linguistic barriers.
Enhanced customer satisfaction by fostering a proactive, customer-first culture within the team, resulting in a 20% increase in customer retention within the Spanish cluster.

Mar 2014 - Jan 2017

2 years 11 months

Rotterdam, Netherlands

Delivered personalized customer support, effectively addressing inquiries, resolving issues, and providing product recommendations to clients across various industries.
Utilized market research insights to identify customer pain points, recommending solutions that led to an improvement in overall customer satisfaction.
Collaborated with sales and technical teams to resolve complex issues and escalate high-priority matters, ensuring seamless customer experiences.
Achieved a consistent of “first contact resolution” cases, significantly improving response time and reducing follow-up calls.

Jan 2006 - Jul 2007

1 year 7 months

Granada, Spain

Provided technical assistance to TV channel subscribers, troubleshooting issues with services such as signal disruptions, account inquiries, and product setup.
Ensured an exceptional customer experience through detailed explanations and step-by-step guidance, often resolving complex issues on the first call.
Monitored customer feedback, leading to improvements in service reliability and a measurable reduction in customer complaints.