Luis

My role is about enhancing the company's customer service experience by introducing structured and empathetic support initiatives. With no prior framework for such comprehensive support, my efforts in real-time live chat assistance and offline message management ensured that users' inquiries were promptly and accurately addressed, laying the foundation for improved customer satisfaction.

My proactive follow-up communications and effective problem resolution ensured that users felt valued and heard, significantly contributing to a more positive and engaging user experience. Through encouraging support and in-app guidance, I fostered a supportive environment that boosted member morale and overall service quality, making a lasting impact on the company's customer relations.

I played an instrumental role in pioneering a customer service campaign that catered to a high volume of inquiries daily. Our team was the first in Latin America to handle this client, starting with a basic framework provided by the USA team. We transformed this into a comprehensive Knowledge Base, setting a new standard for customer support. I ensured prompt and accurate responses to a vast array of user queries.

I ensured that users felt valued and supported, contributing to a positive and engaging customer journey. Our efforts laid the groundwork for a robust customer service framework that became the benchmark for future support initiatives within the company.