valentina victor

VALENTINA VICTOR

Seeking a challenging and rewarding opportunity with an organization of repute which recognizes and utilizes my true potential while nurturing my analytical and technical skills in the field of Technical Sector. 

SUMMARY OF EXPERIENCES

CEIPAL as Senior Executive Product Support.

1. 05th July 2022 - Present 

Responsibilities:

• Led a team of product support specialists, overseeing the delivery of excellent technical support to a diverse client base.
• Implemented strategies to improve support response times, resulting in a reduction in average response time and increased customer satisfaction ratings.
• Collaborated with cross-functional teams, including Product Development and Sales, to identify and address customer pain points, resulting in product enhancements and increased customer retention.
• Spearheaded the development of comprehensive product knowledge resources and training materials for support staff, resulting in improved first-call resolution rates and reduced escalations.
• Conducted regular performance evaluations and provided coaching and training to team members, leading to improved team productivity and overall effectiveness.
• Analyzed customer feedback and support metrics to identify trends and areas for improvement, and implemented action plans to enhance the overall support experience.
• Developed and maintained strong relationships with key clients, resulting in increased customer loyalty and repeat business.
• Managed a team of product support representatives, overseeing day-to-day operations and ensuring timely resolution of customer inquiries and issues.
• Introduced a ticketing system to streamline support requests, resulting in a improvement in ticket resolution time and increased customer satisfaction.
• Implemented customer feedback surveys to gather insights into customer satisfaction levels and used the data to identify areas for service improvement.
• Collaborated with the product development team to prioritize and address product bugs and feature requests based on customer feedback.
• Conducted regular training sessions for support staff to keep them updated on product changes and enhancements.

Regalix as a Senior Consultant for the process named Doordash - Storefront.                     

21st June 2021 to 04th May 2022 (10 Months).

Responsibilities:

• Acted as the primary point of contact for partner merchants, providing proactive support, and resolving any issues or concerns to ensure a seamless collaboration between DoorDash and partner establishments.
• Assisted partner merchants in setting up and optimizing their storefronts on the DoorDash platform, guiding them through the process and providing best practices to enhance their online presence and drive sales.
• Conducted regular performance reviews of partner storefronts, analyzing sales data, and offering data-driven recommendations to improve visibility and increase orders.
• Collaborated with the DoorDash Operations team to identify opportunities for process improvement and efficiency, contributing to the development and implementation of new initiatives.
• Monitored order fulfillment and delivery performance, promptly addressing any delivery-related concerns and ensuring an exceptional customer experience.
• Maintained a deep understanding of DoorDash products, services, and policies, effectively communicating these to partner merchants and providing assistance with any technical or operational inquiries.
• Responded to customer and merchant inquiries in a timely and professional manner, resolving issues, and providing guidance on platform usage and troubleshooting.
• Provided excellent customer support through various channels, including phone, email, and chat, assisting customers with order-related issues, delivery inquiries, and general platform assistance.

Knoah Solutions as a Process Quality Analyst for the Process named EarthLink 

05th September 2019 to 24th April 2021. (1 Yrs, 7 Months)

Responsibilities:

• Conducted in-depth process assessments and root cause analysis to identify areas of improvement and inefficiencies in existing processes.
• Developed and implemented process quality metrics, tracking tools, and performance indicators to monitor process performance and provide actionable insights for process optimization.
• Collaborated with cross-functional teams, including Operations, Product Development, and Customer Support, to collect data and gather feedback for process evaluation and improvement.
• Led process improvement projects, applying Lean Six Sigma methodologies to streamline workflows, reduce waste, and improve overall process efficiency.
• Assisted in the design and implementation of process documentation, standard operating procedures (SOPs), and process flowcharts to ensure consistency and adherence to best practices.
• Conducted regular process audits and quality checks to ensure compliance with established standards and regulatory requirements.
• Identified training needs for team members and facilitated training sessions to ensure proper understanding and execution of optimized processes.
• Acted as a subject matter expert in process quality management, providing guidance and support to teams and stakeholders.
• Collaborated with management to develop and implement process improvement initiatives that positively impacted key performance indicators (KPIs) and customer satisfaction.

Synchrony Financial as a Customer Service Representative.

Joining Date –24th July 2017 to 09th August 2019. (2 Yrs) 

Responsibilities:

• Delivered excellent customer service to clients by addressing inquiries related to banking products, account balances, transactions, and other financial services.
• Acted as the primary point of contact for customers, building strong relationships and ensuring customer satisfaction and retention.
• Processed financial transactions, including deposits, withdrawals, fund transfers, and bill payments, accurately and efficiently.
• Provided guidance and assistance to customers in navigating online banking platforms and mobile applications.
• Resolved customer complaints and concerns with tact and empathy, turning negative experiences into positive ones and maintaining customer loyalty.
• Identified cross-selling opportunities and promoted various financial products and services to existing customers, contributing to the company's revenue growth.
• Collaborated with internal teams, such as the Fraud and Compliance departments, to investigate and resolve customer-reported issues promptly.
• Maintained up-to-date knowledge of the company's products, services, and policies to provide accurate information and support to customers.
• Consistently met and exceeded performance targets, including call resolution times, customer satisfaction scores, and upselling goals.

Seeking a challenging and rewarding opportunity with an organization of repute which recognizes and utilizes my true potential while nurturing my analytical and technical skills in the field of Technical Sector. 

SUMMARY OF EXPERIENCES

CEIPAL as Senior Executive Product Support.

1. 05th July 2022 - Present 

Responsibilities:

• Led a team of product support specialists, overseeing the delivery of excellent technical support to a diverse client base.
• Implemented strategies to improve support response times, resulting in a reduction in average response time and increased customer satisfaction ratings.
• Collaborated with cross-functional teams, including Product Development and Sales, to identify and address customer pain points, resulting in product enhancements and increased customer retention.
• Spearheaded the development of comprehensive product knowledge resources and training materials for support staff, resulting in improved first-call resolution rates and reduced escalations.
• Conducted regular performance evaluations and provided coaching and training to team members, leading to improved team productivity and overall effectiveness.
• Analyzed customer feedback and support metrics to identify trends and areas for improvement, and implemented action plans to enhance the overall support experience.
• Developed and maintained strong relationships with key clients, resulting in increased customer loyalty and repeat business.
• Managed a team of product support representatives, overseeing day-to-day operations and ensuring timely resolution of customer inquiries and issues.
• Introduced a ticketing system to streamline support requests, resulting in a improvement in ticket resolution time and increased customer satisfaction.
• Implemented customer feedback surveys to gather insights into customer satisfaction levels and used the data to identify areas for service improvement.
• Collaborated with the product development team to prioritize and address product bugs and feature requests based on customer feedback.
• Conducted regular training sessions for support staff to keep them updated on product changes and enhancements.

Regalix as a Senior Consultant for the process named Doordash - Storefront.                     

21st June 2021 to 04th May 2022 (10 Months).

Responsibilities:

• Acted as the primary point of contact for partner merchants, providing proactive support, and resolving any issues or concerns to ensure a seamless collaboration between DoorDash and partner establishments.
• Assisted partner merchants in setting up and optimizing their storefronts on the DoorDash platform, guiding them through the process and providing best practices to enhance their online presence and drive sales.
• Conducted regular performance reviews of partner storefronts, analyzing sales data, and offering data-driven recommendations to improve visibility and increase orders.
• Collaborated with the DoorDash Operations team to identify opportunities for process improvement and efficiency, contributing to the development and implementation of new initiatives.
• Monitored order fulfillment and delivery performance, promptly addressing any delivery-related concerns and ensuring an exceptional customer experience.
• Maintained a deep understanding of DoorDash products, services, and policies, effectively communicating these to partner merchants and providing assistance with any technical or operational inquiries.
• Responded to customer and merchant inquiries in a timely and professional manner, resolving issues, and providing guidance on platform usage and troubleshooting.
• Provided excellent customer support through various channels, including phone, email, and chat, assisting customers with order-related issues, delivery inquiries, and general platform assistance.

Knoah Solutions as a Process Quality Analyst for the Process named EarthLink 

05th September 2019 to 24th April 2021. (1 Yrs, 7 Months)

Responsibilities:

• Conducted in-depth process assessments and root cause analysis to identify areas of improvement and inefficiencies in existing processes.
• Developed and implemented process quality metrics, tracking tools, and performance indicators to monitor process performance and provide actionable insights for process optimization.
• Collaborated with cross-functional teams, including Operations, Product Development, and Customer Support, to collect data and gather feedback for process evaluation and improvement.
• Led process improvement projects, applying Lean Six Sigma methodologies to streamline workflows, reduce waste, and improve overall process efficiency.
• Assisted in the design and implementation of process documentation, standard operating procedures (SOPs), and process flowcharts to ensure consistency and adherence to best practices.
• Conducted regular process audits and quality checks to ensure compliance with established standards and regulatory requirements.
• Identified training needs for team members and facilitated training sessions to ensure proper understanding and execution of optimized processes.
• Acted as a subject matter expert in process quality management, providing guidance and support to teams and stakeholders.
• Collaborated with management to develop and implement process improvement initiatives that positively impacted key performance indicators (KPIs) and customer satisfaction.

Synchrony Financial as a Customer Service Representative.

Joining Date –24th July 2017 to 09th August 2019. (2 Yrs) 

Responsibilities:

• Delivered excellent customer service to clients by addressing inquiries related to banking products, account balances, transactions, and other financial services.
• Acted as the primary point of contact for customers, building strong relationships and ensuring customer satisfaction and retention.
• Processed financial transactions, including deposits, withdrawals, fund transfers, and bill payments, accurately and efficiently.
• Provided guidance and assistance to customers in navigating online banking platforms and mobile applications.
• Resolved customer complaints and concerns with tact and empathy, turning negative experiences into positive ones and maintaining customer loyalty.
• Identified cross-selling opportunities and promoted various financial products and services to existing customers, contributing to the company's revenue growth.
• Collaborated with internal teams, such as the Fraud and Compliance departments, to investigate and resolve customer-reported issues promptly.
• Maintained up-to-date knowledge of the company's products, services, and policies to provide accurate information and support to customers.
• Consistently met and exceeded performance targets, including call resolution times, customer satisfaction scores, and upselling goals.

degree completed year 2017