Estela Ambiel
North Bay,Canada
Summary
Customer support professional with over 8 years of experience across industries. Seeking a full-time position.
Patient, detail oriented and thorough Adaptable and efficient in working both independently and in a team Consistent in task follow through Skilled at time management and task prioritization Empathetic, service-oriented and attuned to diversity
Overview
10
10
years of professional experience
Work History
Part-time Sales Associate
Charm Diamond Centres
North Bay, ON
11.2022 - Current
- Personalized assistance to customers
- Handling of customer service issues
- Clerical tasks contributing to efficient store operation.
Customer Service Specialist
BlaBlaCar
Remote, Brazil
02.2022 - 08.2022
- Development of training materials: Reading lists, slides, video tutorials, internal knowledge base articles
- Support to Tech team in initial bug investigation
- Support to agents on technically complex cases
- Development of protocols and guidelines, as well as process documentation and optimization
- Creator and editor of an internal ‘newsletter’ with updates on my segment
- Development of customer support standardized answers
- Liaison with stakeholders for the improvement of back-office tools
- Co-responsible for negotiation and settlement agreements in commercially sensitive cases
- Support to Legal team in formal complaints and lawsuits
- Fraud investigation and prevention through manual checks
- Phone support to members involved in delicate Trust and Safety experiences (carpooling segment).
Community Relations Agent
BlaBlaCar
Remote, Brazil
03.2020 - 02.2022
- Tailored, empathic, and detailed support to members via email and social media (average of over 20 tickets/hour)
- Support on questions on bus ticket purchases, cancellations, rescheduling, refunds, and other issues
- Moderation of public content on the platform (average of 150 items/hour)
- Monitoring of Terms and Conditions compliance, analysis and action on Trust and Safety complaints (carpooling segment, average 50 ‘flags’/hour)
- Social media and app stores monitoring
- Phone support to members involved in moderately sensitive Trust and Safety situations
- Trained to handle PR sensitive events as part of PR risk crisis cell.
EFL teacher
Yázigi
Indaiatuba, Brazil
07.2019 - 12.2019
- Tailoring English classes according to students’ interests - age range: 7 to 37 years old
- Co-responsible for adapting textbook modules and teaching style as well as appropriate assessment activities to a group of 12 students with different types of disability (dyslexia, autism, ADDH, APD)
- Monitoring print and online homework
- Improved parents’ engagement throughout the semester by establishing cadence and openness in communication and sharing tips on study methods.
Flight Attendant
Gol Linhas Aéreas
São Paulo, Brazil
01.2016 - 07.2019
- Co-responsible for employing flight safety and security policies, helping ensure punctuality and excellence in customer experience.
Administrative Assistant
Equilibrio Farmacia
Sao Paulo, brazil
01.2015 - 01.2016
- Scheduled appointments, meetings and events for management staff.
- Directed customer communication to appropriate department personnel.
- Maintained accurate and up-to-date records, files, and databases, including patient information and medication lists.
- Assisted with inventory management, ordering supplies, and tracking expenses.
Education
PG Certificate in Human Resources Management -
Canadore College
Canada12.2023
PG Certificate in Project Management - IT -
Canadore College
Ontario, Canada04.2023
Ba Comparative Literature and Culture -
Royal Holloway, University of London
London, UKSkills
- Customer support
- Detail oriented
- Thorough
- Adaptable
- Efficient in working independently and in a team
- Consistent in task follow through
- Skilled at time management and task prioritization
- Empathetic
- Service-oriented
- Attuned to diversity
- Excellence in customer experience
References
Available upon request
Websites
Timeline
Part-time Sales Associate
Charm Diamond Centres
11.2022 - Current
Customer Service Specialist
BlaBlaCar
02.2022 - 08.2022
Community Relations Agent
BlaBlaCar
03.2020 - 02.2022
EFL teacher
Yázigi
07.2019 - 12.2019
Flight Attendant
Gol Linhas Aéreas
01.2016 - 07.2019
Administrative Assistant
Equilibrio Farmacia
01.2015 - 01.2016
PG Certificate in Human Resources Management -
Canadore College
PG Certificate in Project Management - IT -
Canadore College
Ba Comparative Literature and Culture -
Royal Holloway, University of London
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