ANA PAULA KABBANI
Summary
Proven expertise in customer support. Strong collaborator who thrives in team environments and readily adapts to changing demands. Skills in communication, problem-solving, and utilizing CRM software to consistently deliver impactful results. Known for reliability and results-driven approach, ensuring high standards are consistently met.
Overview
5
5
years of professional experience
Work History
Customer Support Expert
MoonActive
09.2023 - Current
- Managed CRM operations including creating and managing user profiles and roles, customizing forms, fields, views, triggers, and other business rules.
- Improved service delivery consistency by standardizing response templates for common customer queries.
- Streamlined support ticket system to reduce response times, significantly improving efficiency and customer satisfaction scores.
- Used data-driven insights to identify areas of opportunity, leading to more effective support strategies and ultimately boosting overall performance.
- Optimized staffing levels by analyzing ticketing volume data, ensuring adequate coverage during peak periods while minimizing costs.
Customer Service Team Leader
eToro
04.2022 - 02.2023
- Effectively managed 15 support agents and ensured their quality by measuring key performance indicators (KPIs)
- Used SQL to extract and analyze customer feedback data, identifying trends and resolving complex customer issues
- This approach led to a 20% decrease in trading-related customer complaints
- Tracked my team's performance using a Tableau Dashboard and used findings to make improvements to the quality of customer service provided by the team
Escalation Expert / Customer Service Specialist
eToro
01.2021 - 03.2022
- Successfully resolved over 100 complex customer complaints and escalations through collaboration with cross-functional teams, including Compliance, Legal, Risk Management, Operations, and Finance
- Analyzed customer data and trends to identify the root causes of complaints and provided effective data-driven solutions, leading to a 17% improvement in customer retention
Global Talent Acquisition Trainee
Microsoft
12.2019 - 11.2020
- Conducted analysis of the selection data using Excel and SPSS to identify key indicators of success hiring rates
- Created a Tableau dashboard to share the findings with senior managers and used the data-driven insights to develop new strategies for attracting top talent
Education
BA - Psychology
Reichman University
Data Analytics Professional Certificate -
Google
Skills
- Business Intelligence Tools
- SQL Data Analysis
- Customer Relationship Management (CRM)
- Data Visualization Proficiency
- Client Satisfaction Assessment
- Service Level Agreement Compliance
- Analytical Decision Making
- Stakeholder Collaboration
- Cost-benefit analysis
- English and Portuguese at a Native Level
- Hebrew and Spanish at a Proficient Level
- Advanced Microsoft Office Skills
- Performance Analytics
Timeline
Customer Support Expert
MoonActive
09.2023 - Current
Customer Service Team Leader
eToro
04.2022 - 02.2023
Escalation Expert / Customer Service Specialist
eToro
01.2021 - 03.2022
Global Talent Acquisition Trainee
Microsoft
12.2019 - 11.2020
BA - Psychology
Reichman University
Data Analytics Professional Certificate -
Google
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