Highlights:

Skills:

Onboarding Specialist 02/2024 - current
Quorum, , United States
As a Grassroots Onboarding Specialist on the Professional Services team in the Customer Success department, I lead new Quorum customers through the onboarding process by setting up their accounts, training users, and ultimately getting them fully live on the platform. I also provide managed services to customers who purchase hands-on assistance or are selected to receive hands-on assistance as part of the upgrade experience.
--
Customer Support Representative 06/2022 - 02/2024
Quorum, , United States
I was responsible for assisting customers exclusively through live chat. Assisting with custom requests, and troubleshooting any errors customers may come across when using our platform. Escalate requests when needed to other teams as well as document current and new processes for future reference. I have been commended by the President of Customer Success for my exceptional communication skills and my ability to provide customers with reassurance. Moreover, I have consistently received a high number of positive ratings from customers based on my previous chat interactions.
--
Commercial Analyst 08/2021 - 05/2022
Hafele Brasil, Piraquara, Parana Brazil
As a Commercial Analyst my daily tasks through SAP include receiving customer orders directly from our sales representatives and customers and making any modifications to the order that may be needed, such as payment conditions and adding or deleting items. I kept track of all orders by generating reports and validating each order to identify why it hasn't been picked or delivered yet, overall order statuses. As soon as I receive an order, anything that needs to be done to it is of my responsibility; this includes any complaints that may arise and/or any returns that need to be addressed.
--
Team Trainer 12/2020 - 08/2021
Wipro, , Brazil
As a Team Trainer for Wipro I was responsible for providing any training sessions that could be needed for all 4 verticals of which we provided customer support to.
These training sessions could be for new hires as well as employees who would be taking on a new vertical or were having any issues with an already known vertical (addressed as a refresh training). After each training session I would apply assessments as well as sending reports for my managers in order to keep track of the progress. I would also be responsible for keeping track of all customer inquiries that were being answered by the representatives on my team (approximately 13 representatives) and providing support directly to them whenever needed. Additionally, I would work as a Level 2 for any inquiries that we would have to send to internal teams, in order to avoid inquiries that we could solve directly without their support. Any escalations would be sent to me directly in order to provide the fastest and most effective solution to the customer. I also was responsible for quality assessments for each ticket that was closed - the ticket would be validated from start to finish in order to make sure that the representative followed all support guidelines.--
Customer Support Representative 09/2017 - 08/2020
Wipro, , Brazil
As a Customer Support Representative for Wipro I provided support for customers in Central and Latin America as well as South America in English, Spanish and Portuguese through live chat, e-mail and phone.
I was trained for all four verticals which include Mastercard Connect, Billing, Authorization and Clearing, therefore I would assist customers with inquiries on all verticals. When I completed my first year, I was more dedicated to Authorization and Clearing inquiries which have a smaller SLA. By the beginning of my second year, I would provide support to my colleagues for any questions they had and also provided support to my direct manager for reviewing tickets and making sure they were being answered correctly. These tasks were taken into consideration when I was promoted to Team Trainer.--

UNINTER 08/2020 - current
, , Brazil
Degree: Associate's Degree
Major:Human Resource Management
I will be graduating in December of 2024.

Login to view resume: Patricia Banchieri -