Romina Robles

Work History

Customer Service Representative

White Label Casino

05.2023 - Current

Answered constant flow of Live Chats covering requests for products, services, and company information, with minimal wait times and wih excellent communication skills.
Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Skilled at working independently and collaboratively in a team environment. Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Passionate about learning and committed to continual improvement.
Paid attention to detail while completing assignments.
Learned and adapted quickly to new technology and software applications.
Participated in team meetings and training sessions to stay informed about product updates and changes.
Flexibility towards fast changing priorities and business processes

English and Spanish Teacher

Freelancer

01.2007 - Current

Conducted online and presencial classes for adult english speakers desiring to learn Spanish.
Explained concepts and assignments in both native and non-native languages.
Supported students in development of skills and strategies to become independent and successful learners.
Used written exercises to test and develop reading and writing foreign languages.
Worked flexible hours across night, weekend, and holiday shifts.
Produced engaging lesson plans and activities to help students master learning objectives.

CX Agent

ArtPlacer

01.2022 - 04.2023

Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions, emails, live chats and virtual meetings.
Offered advice and assistance to customers, paying attention to special needs or wants.
Developed expertise across products, enabling informed advice and guidance for clients seeking comprehensive coverage solutions.
Educated clients looking to navigate the platform in an effective way.
Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
Adopted customer feedback in process and system improvement initiatives.
Verified and improved quality standards by analyzing customer service metrics.
Flexibility towards fast changing priorities and business processes

Bilingual Customer Experience Specialist

IGaming Group

12.2019 - 12.2021

Replied to emails and chat messages from customers all over the world in English and French.
Answered questions about a company’s products or services, troubleshoot problems.
Identified and escalated unresolved issues to relevant internal teams
Collected prompt and accurate customer feedback by following up with the customer, finding out if the solution actually worked, and taking notes of the customer’s suggestions.
Adhered to Service Level Agreement (SLA) deadlines in resolving customer complaints quickly and effectively.

Sales /Digital Marketing Specialist

Art Factory Hostels

11.2018 - 08.2019

Created compelling visual and written assets for use in social media posts, email newsletters, blog articles, and other digital communications materials.
Increased brand visibility by developing and implementing data-driven digital marketing strategies.
Optimized website content and images to improve search engine rankings.
Created social media content with innovative brand messaging to support new product launches.
Created reports on digital marketing efforts using analytics tools to track and measure digital marketing success for management.
Crafted and implemented strategies to increase search visibility and website traffic.
Proved successful working within tight deadlines and a fast-paced environment.

Street Art Tour Guide

Happy Walkers Tours

10.2017 - 12.2018

Shared historical and cultural context to keep tour informative and provide more profound understanding of area.
Provided excellent customer service during the tours and in pre-tour interactions such as answering questions via email or phone calls.
Continued learning and updating knowledge about tour areas, culture and history to provide accurate, timely and exciting information to tour groups.
Developed new walking routes that highlighted lesser-known points of interest, diversifying the company''s offerings and attracting a wider range of clientele.
Provided suggestions and recommendations for activities, restaurants and accommodations to keep customers entertained after tour hours.

Merchant Back Office Analyst

American Express

07.2011 - 11.2015

Utilized excellent communication skills to resolve customer complaints promptly and professionally.
Resolved problems with high-profile customers to maintain relationships and increase return customer base.
Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
Mentored junior team members, fostering a culture of continuous improvement and professional growth within the organization.
Achieved goals and service targets by cultivating and securing new customer relationships.

Customer Support Agent

Standard Bank

01.2004 - 01.2007

Processed customer service orders promptly to increase customer satisfaction.
Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Met or exceeded performance metrics consistently by handling a high volume of calls without sacrificing quality service delivery.
Responded to customer inquiries and provided technical assistance over phone and emails.
Actively listened to customer feedback regarding product features or service improvements, passing valuable insights onto relevant departments for consideration in future developments.
Provided mentoring and guidance to new team members for seamless integration into the customer support environment.
Identified issues, analyzed information and provided solutions to problems.
Participated in team projects, demonstrating an ability to work collaboratively and effectively.

Summary

Overview

Work History

Customer Service Representative

English and Spanish Teacher

CX Agent

Bilingual Customer Experience Specialist

Sales /Digital Marketing Specialist

Street Art Tour Guide

Merchant Back Office Analyst

Customer Support Agent

Education

Google UX Design Certificate - UX Design

UX Writting Certificate - UX Writting

Bachelor of Arts - Multimedia Design

Bachelor of Arts - Graphic & Editorial Design

College Degree - English Language Interpretation And Translation

Skills

Software

Interests

Work Preference

Work Type

Work Location

Important To Me

Timeline

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