Fausto Álvarez Rossi
Customer Experience Specialist
Buenos Aires
Summary
Customer Operations/Experience professional with proven track record in driving efficiency and enhancing customer satisfaction. Strong focus on team collaboration and adaptable to changing needs. Expertise in problem-solving, process optimization, and ensuring smooth operations. Known for reliability and achieving results through effective communication and strategic thinking.
Overview
5
5
years of professional experience
9
9
years of post-secondary education
3
3
Languages
Work History
Customer Operations Specialist
CookUnity
12.2024 - Current
- Swift Issue Resolution: Proactively identify and resolve operational challenges to ensure smooth daily operations
- Collaboration: Partner closely with the Customer Experience (CX) and Operations teams to guarantee 100% order dispatch and delivery, fostering clear and consistent communication
- Data Management: Use intermediate Excel skills to track daily updates and manage customer interactions efficiently
- Logistics Coordination: Liaise with carriers to address delivery delays and ensure accurate, timely order fulfillment to maintain customer satisfaction
- Support: Assist the Logistics team with address verification and provide real-time updates on order status
- Order Management: Manage order adjustments due to inventory discrepancies or shortages while maintaining accuracy and reliability
- Process Improvement: Track incidents, share actionable insights, and contribute to the ongoing enhancement of operational procedures
- Performance Tracking: Conduct audits and monitor performance metrics to support continuous improvement initiatives
Customer Experience Specialist
CookUnity
03.2023 - 12.2024
- Customer experience first-line US region of CookUnity platform
- Managed billing, orders, and delivery processes to ensure order accuracy and timely delivery
- Ensured attention to detail in every task, from managing orders to resolving customer issues, maintaining high standards of service
- Understanding of CookUnity's backend processes, including logistics, fulfillment, and carrier management
- Communicated with carriers to manage delivery delays, ensuring order accuracy, transparency and maintaining high customer satisfaction
- Aided in improving customers' online experience through technological escalations
- Extent of metrics by the team leads - Established and maintained strong relationships with customers, becoming their preferred point of contact for support and inquiries, showcasing exceptional communication skills and customer-centric approach.
- Usage of systems: Magento, Tableau, Stripe, Kustomer, Slack, Notion, Monday, Jira, Twilio, Auth0, Logistics interface.
Customer Care Specialist
Gate.io
10.2021 - 03.2023
- Company Overview: Cryptocurrency exchange
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with cross-functional teams to ensure seamless service delivery for customers (Fraud Analysis Team)
- Improved team performance by sharing knowledge and best practices with colleagues in regular training sessions.
- Maximized customer satisfaction by achieving top-notch communication skills.
- Translations English to Spanish
- KYC approval agent
- API support
- Usage of systems: Back-end, Slack, Jumio, and Zendesk
Customer Care Specialist
Pedidos Ya
10.2019 - 08.2021
- Customer care first-line Latin American region of Pedidos Ya platform management of bill
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Tracked orders and notified customers of status or potential delays.
- Enhanced customer satisfaction by proactively resolving shipping issues and providing timely updates on order status.
- Extent of metrics by team leaders
- Usage of systems: Salesforce, Back Office, Hurrier, Braze, Slack and Shyftplan
Education
Bachelor - Software Engineering
Universidad Nacional De Avellaneda
Avellaneda, Argentina 01.2021 - 12.2023
Master Course - Python and Machine Learning
Udemy
02.2020 - 04.2020
High School - Bachelor in Social Sciences
Escuela Normal Superior Prospero Alemandri
01.2013 - 12.2018
Skills
- Ability to multitask and prioritize tasks
- Complaint handling
- Brand representation
- Teamwork
- Great verbal and written communication skills
- Problem-Solving Skills
- Customer Service Skills
- Computer Skills
- Teamwork and collaboration
- Critical thinking and problem-solving
Accomplishments
I was honored to be recognized as the top performer of 2024 and received two certificates for my outstanding contributions and achievements within the company. This recognition reflects my dedication to exceeding expectations and consistently delivering high-quality results.
Timeline
Customer Operations Specialist
CookUnity
12.2024 - Current
Customer Experience Specialist
CookUnity
03.2023 - 12.2024
Customer Care Specialist
Gate.io
10.2021 - 03.2023
Bachelor - Software Engineering
Universidad Nacional De Avellaneda
01.2021 - 12.2023
Master Course - Python and Machine Learning
Udemy
02.2020 - 04.2020
Customer Care Specialist
Pedidos Ya
10.2019 - 08.2021
High School - Bachelor in Social Sciences
Escuela Normal Superior Prospero Alemandri
01.2013 - 12.2018
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