Summary
Overview
Work History
Education
Skills
Timeline
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Claudia Isabel Gómez

Claudia Isabel Gómez

Customer Experience Specialist
Israel

Summary

I am a detail-oriented professional offering an excellent level of service and the ability to build strong relationships with customers. Valued for strong collaboration and adaptability in dynamic environments. Experienced with providing high-quality customer support across various channels. Additionally, I am a team player with excellent communication skills and the determination to succeed and meet all my personal and/or team goals.

Overview

9
9
years of professional experience
3
3
Languages

Work History

Customer Support Expert

Moon Active
11.2021 - 01.2024
  • Provide professional and efficient customer support via email, ensuring high customer satisfaction.
  • Collaborate with cross-functional teams to resolve complex problems and ensure timely resolution.
  • Act as a point of contact for escalations and provide updates on escalated cases to internal stakeholders.
  • Analyze and review internal workflows to identify areas for improvement.
  • Monitor and evaluate the effectiveness of implemented workflow changes. Including providing recommendations to optimize departments KPIs.
  • Collaborate with our outsourced teams to ensure high quality of service and monitor their KPIs.
  • Generate reports on customer support metrics, including KPIs such as response times, resolution rates, and customer feedback.
  • Identify trends and patterns in customer inquiries and issues to proactively address them.
  • Constantly research and initiate new ways to improve the support process by identifying new tools and services.

Customer Success

J. Safra Sarasin
09.2017 - 01.2021
  • Provided timely assistance to customers via phone and email, ensuring a high level of professionalism at all times.
  • Worked with global and local clients to ensure they received the tools and support needed to achieve their financial goals.
  • Built strong and long-term relationships with customers.
  • Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
  • Proven ability to learn quickly and adapt to new situations.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Worked effectively in fast-paced environments.
  • Paid attention to detail while completing assignments.
  • Traded on clients portfolios - stocks, bonds, funds and options.
  • Follow up with customers on administrative duties.
  • Managed 100 Accounts: 10% T1 Accounts 20% T2 Accounts 70% T3 Accounts.

Back Office Assistant

Multibank
07.2015 - 09.2017
  • Performed administrative operations as: settlements, clearances, record maintenance, regulatory compliance and accounting.
  • Responsible for providing all business functions related to its operations.
  • Supported clients by clarifying their inquiries and providing them with their statement status.
  • Collaborated closely with other administrative staff members to ensure seamless coordination of essential back-office functions.

Education

Financial And Banking Management -

Universidad Latina De Panamá
Panama City
04.2001 -

Skills

  • Customer Service Excellence
  • Communication Skills
  • Analytical Thinking
  • Organization and Multitasking
  • Attention to Detail
  • Time Management
  • Dedicated
  • Team Collaboration

Timeline

Customer Support Expert

Moon Active
11.2021 - 01.2024

Customer Success

J. Safra Sarasin
09.2017 - 01.2021

Back Office Assistant

Multibank
07.2015 - 09.2017

Financial And Banking Management -

Universidad Latina De Panamá
04.2001 -

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Claudia Isabel GómezCustomer Experience Specialist