Laura Ravelo
Santo Domingo Este,32
Summary
Business Administration graduate with a strong background in customer service. Successfully addressed customer concerns, leading to improved retention rates. Committed to leveraging analytical skills and effective communication to enhance service delivery and achieve organizational goals.
Overview
2
2
Languages
1
1
Certification
12
12
years of professional experience
Work History
Sales
Sales Support Specialist
11.2024 - Current
- Processed account cancellations and documented reasons for each cancellation.
- Managed customer cancellation requests through phone, email, and internal channels to ensure timely processing.
- Reviewed customer accounts prior to processing cancellations to ensure accuracy.
- Engaged with customers to address concerns and propose alternatives, aiming to improve retention.
- Adjusted services, billing, or subscriptions based on customer needs.
- Executed refunds and credit processes to resolve customer issues and maintain satisfaction.
- Updated customer information in internal systems to maintain data accuracy.
Customer Experience Advisor
Scotiabank GBS
Santo Domingo
02.2022 - Current
- Delivered customer service to Scotiabank clients in Canada for credit and debit accounts, ensuring resolution of inquiries and issues.
- Assisted customers with account inquiries and service requests daily.
- Educated clients on banking products and services to enhance their experience.
- Resolved customer complaints efficiently through effective communication strategies.
Answering service agent
THG
Santo Domingo
08.2021 - 02.2022
- Provided accurate information to patients at hospitals throughout California. and Responded swiftly to patient inquiries at hospitals across California.
- Assisted customers with inquiries and service requests.
- Processed customer orders using internal systems efficiently.
- Maintained accurate records of customer interactions and transactions.
Chat Agent
Outplex
Santo Domingo
12.2020 - 07.2021
- Provided exceptional customer support through live chat interactions.
- Resolved customer inquiries efficiently and accurately.
- Delivered information and customer service to clients of telecommunication company Suddenlink via chat, ensuring timely resolution of inquiries.
- Worked with team members to enhance communication and workflow. with team members to improve response times.
Customer Support Associate
Concentrix
Santo Domingo
12.2014 - 01.2020
- Provided timely assistance to customers via multiple channels.
- Resolved customer inquiries using company knowledge base tools.
- Collaborated with team members to improve service processes.
- Educated opticians and doctors on Eyemed vision insurance offerings and associated benefits.
Education
Business Administration Degree -
O&M
Santo Domingo09-2013
Skills
- Account management
- Cancellation processing
- Refund management
- Data management
- Service modifications
- Analytical
- Problem solving
- Attention to detail
- Effective communication
- Focus on reaching goals
- Quick learner
- Creative
Certification
Microsoft excel, Infotep, 2022-05 - 2023-11, English, New American English Institute, 1998-01 - 2003-01, Strategic planning, Infotep, 2023-01 - 2023-08
Languages
Spanish
Native
Native
English
Advanced (C1)
C1
Timeline
Sales
Sales Support Specialist
11.2024 - Current
Customer Experience Advisor
Scotiabank GBS
02.2022 - Current
Answering service agent
THG
08.2021 - 02.2022
Chat Agent
Outplex
12.2020 - 07.2021
Customer Support Associate
Concentrix
12.2014 - 01.2020
Business Administration Degree -
O&M