Claudia Liliana Mariel Moreno

In charge of the process of switching operators of cell pone companies for corporate customers, coordinating the contact between the different areas that take part in the process.

Data analysis and reporting to present accurate information to management and the third party Customer, (Telecom Argentina).

Follow up and resolution of complaints of corporate customers.

Telecom Argentina S.A.

In charge of the process of migrating telephone operators for corporate customers, from Nextel to Personal upon acquisition of the brand by Telecom.

• Group management.
• Coordinating the contact between the different areas that participate in the process.
• Data analysis and reporting to produce accurate metrics to present to management and the third party Customer.
• Follow up and resolution of complaints of corporate customers.

Upon termination of contract with Next Latinoamérica I was offered by the third party customer to continue with the task at CAT Technologies.

Tarjeta Naranja & Banco Itau (Inbound/Outbound Sale

Credit Card sales as per Customer request through forms generated in the web page.

• Group management.
• Data distribution among sales representatives.
• Customer files production and follow up until approval.
• Coordination of courier service providers to ensure customer´s signature of contracts.
• Analysis and production of reports to present to the third party Customer.
• Call monitoring.
• Implementation of action plans to improve agent performance when needed and doing the necessary follow ups.

Linksys Customer Support

Customer support for Linksys devices within warranty for english speakers customers in Europe.

• Follow up the process to ensure delivery at both ends, (defective devices and replacement), working along with the logistic area based in Poland.
• Daily contact with third party Customer in order to provide updates and also generating weekly reports to show the campaign metrics.
• In charge of training new employees that might provide Customer service in other languages.

Quality Analyst: Analysis of Customer Satisfaction surveys.

• Implemented action plans when needed with the necessary follow up.
• Improved customer satisfaction by actively listening to concerns and providing prompt resolutions.
• Call monitoring through NICE, certified by Microsoft.

Tech Lead: Provided assistance to Tier 2 agents.

Tier 2: Reception of escalated calls in complex scenarios and in cases where the Customer requested to speak with a supervisor.

• Utilized problem-solving skills to address customer complaints.
• Maintained detailed records of customer interactions for accurate tracking and analysis of trends or recurring issues.
• Improved customer satisfaction by actively listening to concerns and providing prompt resolutions.

Tier 1: Technical Support for Xbox 360 users troubleshooting issues till resolution or escalation and Customer support regarding billing information.