Keidy Abreu Rosario
Santo Domingo Oeste
Summary
I seek to apply my solid experience of over 5 years in customer service, supported by skills in content moderation and basic knowledge of cybersecurity, to contribute effectively in a dynamic environment. My goal is to provide exceptional service, offering effective solutions and demonstrating my commitment to customer satisfaction.
Overview
7
7
years of professional experience
7
7
years of post-secondary education
Work History
Thryv Service Specialist
Thryv
02.2024 - 09.2024
- Improved customer satisfaction by addressing and resolving service-related issues promptly and professionally.
- Cultivated strong relationships with clients through excellent communication skills and genuine concern for their needs, leading to increased client retention rates over time.
- Mentored junior staff members on best practices regarding service excellence while modeling exemplary behavior at all times.
- Provide ongoing support to clients using Thryv's software, helping them navigate features and resolve any issues that arise.
- Assist new customers with the onboarding process, ensuring they understand how to effectively utilize Thryv’s solutions.
- Address customer inquiries and concerns, utilizing creative problem-solving techniques to find effective solutions.
- Maintain a deep understanding of Thryv's products and services to effectively communicate their benefits to clients.
- Gather and relay client feedback to the product development team to help improve services and enhance customer satisfaction.
- Work closely with various teams, including sales and marketing, to ensure seamless customer experiences and help drive client success.
- Regularly check in with clients to assess their satisfaction and identify opportunities for further support, or upselling additional features.
- Stay updated on industry trends and best practices to provide informed recommendations to clients.
PRIVACY ADVISOR
Deleteme
11.2022 - 09.2024
- Help members through removing their personal information from the internet by auditing personal data, managing requests for removal of data and communicating that information in a timely and accurate manner
- Troubleshoot 'problem sites' using creative problem solving to ensure the members data was removed from adversarial data brokers
- Maintain detailed activity logs documenting the process
- Provide constant feedback to Privacy Advisor Team Leads/Managers on both 'problem sites' and internal tooling improvements
- Assist with ad-hoc request for data removal as needed.
CUSTOMER SERVICE REPRESENTATIVE
Teleperformance
10.2021 - 10.2023
- Help users with the reservation process, including any issue related to a safety/maintenance concern
- Explain the company's insurance policies, coverage options, and assisting users with any insurance-related inquiries or claims
- Address payment-related issues, billing inquiries, and assisting users with payment processing
- Facilitate refund processes when applicable
- Assist users with technical issues, troubleshooting problems related to the platform or mobile app, and guiding them through the resolution process
- Manage and resolve disputes between hosts and guests, ensuring fair and equitable resolutions in accordance with the platform's policies
- Offer guidance and educational resources to users, ensuring they understand the platform's policies, terms of service, and best practices for a successful car-sharing experience
- Gather feedback from users to identify areas of improvement and contributing insights to enhance the overall user experience on the platform
- Assist customers via email or chat.
CONTENT MODERATOR
Acquire BPO
02.2021 - 10.2021
- Evaluate images, videos, and text submitted by players in a video game to ensure they comply with the game's community standards and guidelines
- Take appropriate actions against users who violated the rules and guidelines, such as issuing warnings, suspensions, or bans
- Keep an eye on in-game interactions to identify and address any inappropriate behavior, harassment, or misuse of the platform
- Investigate user reports regarding inappropriate content or behavior and take the necessary actions based on our findings
- Stay informed about updates to community standards, new features, and potential risks to ensure a safe and positive environment for the video game users.
RETENTION AGENT
ERC
03.2019 - 02.2021
- The primary goal was to retain existing customers by understanding their needs, addressing concerns, and offering solutions to keep using the email services
- Handle customer issues, complaints, and inquiries
- Work to resolve billing discrepancies, technical problems, or any other issues customer may encounter
- Have a deep understanding of the email company products and service
- Provide information about features, benefits, and upgrades to enhance the customer experience
- Identify customers who may be considering canceling their services and implementing strategies to retain them
- This involved offering promotions, discounts, or alternative solutions
- Provide customers with the information on how to use the services effectively, offering tips and guidance to enhance their experience and satisfaction
- Keep accurate records of customer interactions, issues, and resolutions for future reference and analysis.
CUSTOMER SERVICE REPRESENTATIVE
Conduent
03.2018 - 03.2018
- Address customer inquiries related to account information, billing, plan, and services
- Assist customers in resolving issues such as network problems, billing discrepancies, and technical difficulties
- Provide information about the pre-paid mobile company's plans, devices, promotions, and additional services
- Help customers with the purchase of new devices, activation, and any issues related to orders or shipments
- Offer technical assistance for device setup, troubleshooting, and resolving network-related problems
- Assist customers with billing-related questions, explaining charges, and helping to resolve billing discrepancies
- Support customers with account management tasks, including changes to plans, upgrades, and account settings
- Handle and resolving customer complaints effectively, ensuring customer satisfaction and retention
- Offer guidance and educational support to customers, ensuring they understand how to use the company services efficiently.
Education
ENGLISH COURSE -
APEC
Santo Domingo, Dominican Republic 01.2022 - Current
HIGH SCHOOL - undefined
Liceo Socorro del Rosario Sanchez
Cotui, Sanchez Ramirez 08.2008 - 06.2012
Skills
Customer Relations
Critical Thinking
Active Listening
Follow-up skills
Live chat support
Research
Technical Support
Quality Control
Customer Education
Scheduling
Information Security
Computer Proficiency
Process Optimization
Ethical judgment
Multitasking Abilities
Adaptability
Problem-Solving
Teamwork and Collaboration
Decision-Making
Time Management
Adaptability and Flexibility
Strong attention to detail
Analytical Thinking
Excellent Communication
Written Communication
Desktop and Laptop Computers
Text Writing
Reliability
Personal Information
- Date of Birth: 11/03/97
- Nationality: Dominican
Languages
English
Full Professional
Spanish
Native or Bilingual
Timeline
Thryv Service Specialist
Thryv
02.2024 - 09.2024
PRIVACY ADVISOR
Deleteme
11.2022 - 09.2024
ENGLISH COURSE -
APEC
01.2022 - Current
CUSTOMER SERVICE REPRESENTATIVE
Teleperformance
10.2021 - 10.2023
CONTENT MODERATOR
Acquire BPO
02.2021 - 10.2021
RETENTION AGENT
ERC
03.2019 - 02.2021
CUSTOMER SERVICE REPRESENTATIVE
Conduent
03.2018 - 03.2018
HIGH SCHOOL - undefined
Liceo Socorro del Rosario Sanchez
08.2008 - 06.2012
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