Summary
Overview
Work History
Education
Skills
Languages
References
Timeline
Generic

ADRIANA DOS SANTOS

Toronto,Ontario

Summary

Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.

Overview

5
5
years of professional experience

Work History

Partner Support Specialist

Booking.com
Toronto, ON
07.2022 - 08.2023
  • Provided technical support to partners in order to help them troubleshoot and resolve their issues.
  • Created and maintained detailed records of partner interactions, inquiries, and resolution status.
  • Coordinated with other departments or teams to ensure timely resolution of partner inquiries.
  • Developed a comprehensive understanding of the company's products, services, processes and procedures for supporting partners.
  • Assisted partners in navigating the company's website and locating information related to product features and benefits.
  • Modified and customized commercial programs for internal needs.
  • Read technical manuals or attended conferences and seminars to maintain knowledge of hardware and software.
  • Built excellent rapport with customers, promoting high-level service by responding to calls and emails within established timeframes.
  • Monitored inquiries and complaints, delivering optimal levels of customer service.
  • Provided guidance regarding how customers can use our systems more effectively based on their needs.
  • Reviewed incoming tickets and cases from partners daily and assigned them accordingly according to priority level.
  • Utilized software applications such as Salesforce CRM system to track cases, manage accounts, document resolutions.
  • Trained new team members on best practices for responding to partner inquiries, resolving conflicts, and providing excellent customer service.
  • Resolved escalated partner inquiries concerning billing disputes or account status updates quickly and efficiently.

Supervisor of Operations/Call Center Representative

American Water Resources
TORONTO, ON
06.2020 - 06.2022
  • Provided guidance, training, coaching and mentoring to call center team members.
  • Monitored calls for quality assurance purposes.
  • Conducted performance reviews of call center staff and documented results.
  • Implemented strategies to improve customer satisfaction levels.
  • Maintained accurate records of all customer interactions using the company's CRM system.
  • Ensured that agents complied with applicable laws regarding privacy protection.
  • Managed staff scheduling to ensure adequate coverage during peak hours.
  • Identified areas where additional training was needed among existing staff members.
  • Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
  • Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
  • Maintained strong call control and quickly worked through scripts to address problems.
  • Used video conferencing solutions to communicate and train personnel in remote offices.
  • Assisted agents by listening in on customer calls and suggesting techniques to close sales.
  • Responded to customer inquiries and delivered appropriate information after carefully researching issues.
  • Coordinated with various company teams to offer and implement successful solutions to customer problems.

Lead Hostess

Buca Yorkville
09.2018 - 03.2020
  • Greeted customers, answered questions about menu items and specials, and provided general information about the restaurant.
  • Provided seating arrangements for guests in accordance with occupancy regulations and customer preferences.
  • Received payment from customers, processed credit cards and issued change or receipts as needed.
  • Performed opening and closing duties such as setting up tables, restocking supplies and cleaning work areas.
  • Organized large parties for special events such as birthdays or anniversaries.
  • Developed relationships with regular customers to encourage repeat business opportunities.
  • Inspected dining room area for cleanliness before each shift began.
  • Communicated any issues or complaints to management in a timely manner.
  • Resolved customer complaints promptly with tactful diplomacy.
  • Assigned tasks to other hostesses based on their skill level or experience.
  • Verified reservations prior to seating guests.
  • Answered phone inquiries to schedule and confirm reservations, record takeout orders and respond to service questions.
  • Enhanced guests' experiences by fulfilling special requests during visits.
  • Scheduled reservations and notified servers and managers of large groups to prepare seating in advance.
  • Stayed attentive to server availability and table turnover to quickly seat guests.

Education

Diploma - Business Administration

Senac Bahia
Brazil
03-2002

Skills

  • Information Security
  • Inbound and Outbound Calling
  • Complaint Resolution
  • Call Management
  • Data Collection
  • Data Entry
  • Report Generation
  • Account Updating
  • Professional Telephone Demeanor
  • Credit Card Payment Processing
  • Researching
  • Call Center Operations
  • Multi-Task Management
  • Documentation
  • Client Relations
  • Service Upselling
  • CRM Software
  • Microsoft Outlook
  • Product Education
  • Product Knowledge

Languages

Italian
Native/ Bilingual
Portuguese
Native/ Bilingual
English
Full Professional
Spanish
Professional

References

References available upon request.

Timeline

Partner Support Specialist

Booking.com
07.2022 - 08.2023

Supervisor of Operations/Call Center Representative

American Water Resources
06.2020 - 06.2022

Lead Hostess

Buca Yorkville
09.2018 - 03.2020

Diploma - Business Administration

Senac Bahia

Similar Profiles

CREATE PROFILE
ADRIANA DOS SANTOS