Andrea Farjat

ANDREA FARJAT ZAMORANO cl.linkedin.com/in/andreafarjat - farjat23gmail.com SUMMARY Professional oriented to the Customer Service area with vast experience on multinationals. Bilingual; interchanged student in USA for a year. 8 years of experience in the Customer Service field, strengthening customer relationships and protecting company brands through effective problem resolution in English and Spanish, with customers all around the world. Promoted to positions interacting solely with top accounts and critical situations due to an ability to work calmly under pressure as well as effective communication, negotiation, and management skills. Recognized through internal awards for an exceptional commitment to clients. PROFESSIONAL EXPERIENCE BRITISH COUNCIL Jan, 2016 - Ongoing Online English Tutor English tutor for CPEIP program (MINEDUC + British Council) which is focused to teach English to Chilean teachers who want to develop their English language skills,      Organize every day lessons for students Keep students motivated Evaluate student’s progress Provide feedback Create reports about student’s progress   Responsible for Online and Offline sales in English and Spanish, globally. Provide support about every Market research product provided and created by Euromonitor International. Understand the core of the business to be able to provide answers to customer’s questions about Euromonitor’s methodology and services. Web Editor EUROMONITOR INTERNATIONAL Dec, 2015 - Ongoing Client Support Responsible for providing support to customers, previous, during and post purchasing process.   GENUITEC Oct, 2015 – Nov, 2015 Customer Support Representative Promote, sell, secure orders from existing and prospective customers through a relationship-based approach.      Establish, develop and maintain business relationships with current customers and prospective customers. Develop clear and effective written proposals/quotations for current and prospective customers. Expedite the resolution of customer problems and complaints. Coordinate sales effort with marketing, sales management, accounting, and technical service groups. Create and manage a customer value plan for existing customers highlighting profile, share and value opportunities into Salesforc. HOMEYOU Jul, 2015 – Sep, 2015 Account Manager Responsible for direct customer interaction - answering inquiries, evaluating needs and fulfilling requests. Establish customer needs and create strong relationships to drive sales.    Process orders, forms and applications. Identify, research, and resolve customer issues. Assist in executing social media and SEO campaigns.  Promoted to a position dedicated to critical issues due to a consistent track record in developing strong customer relationships and follow up on problem resolution. Led high pressure situations when top clients faced problems that stopped or backed up key processes, through reassuring client communication, delegation to the necessary internal teams, and follow through until the process was complete. Prioritized requests for Critical Account Assistance, evaluating which cases required problem elevation, resulting in an efficient use of resources and eliminating potential bottlenecks for truly vital situations. Communicated between all technical teams and customers, improving comprehension and overall process satisfaction. ORACLE SERVICES CHILE 2010 – 2015 Situation Management Assistant Critical Customer Support agent focused on evaluating and prioritizing critical situations which may be affecting top customers’ milestones.    Non-Technical Support Engineer Support agent who provided Post-sales support, serving as an Advocate for customers within the company.      Served as an advocate for customer needs, communicating both customer needs and corporate policies in order to deliver post-sales support with satisfactory solutions. Applied knowledge and technical skills acquired through training and investigations to promptly troubleshoot difficulties with Oracle’s Electronic Support Services. Facilitator of customer relationships with Support, analyzing situations and providing advice to Oracle employees on diverse customer situations and escalated issues. Created documents that provided instructions and useful information to customers and Oracle employees, populating the Oracle Knowledge Database and therefore permitting quick problem solutions, both for clients looking to auto-solve their problems as well as analysts. Liaison among customer and the Licensing/Sales teams in order to easily communicate customers’ request and concerns pertaining to these teams, working as a facilitator and an advocate, always seeking for customer satisfaction. EXPERIAN CHILE 2007 – 2010 Consumer Assistance Associate Credit Report Agent responsible for analyzing customer claims and responses from credit companies.     Used analytical skills to manage consumers’ financial information in order to keep consumers records updated accurately. Investigated constantly policies and procedures to provide a high quality service and provide top service to North American consumers who claimed discrepancies with their credit information on their personal credit reports. Trained a team of 20 colleagues in how to analyze cases, listen carefully and ask precise questions in order to understand the root cause of the problem and provide correct solutions. Translated customer’s inquiries when necessary. LICEO COMERCIAL B. O´HIGGINS 2007 Teacher of English English Language Teacher for secondary students, planning courses and providing necessary resources. INTERNATIONAL PROGRAM, AU PAIR CARE, California, USA 2006 Interchange student Interchange student who was part of a cross cultural experience in USA, tutoring children in language development and volunteering with the non-profit organization Open Door as an English as a Second Language instructor. WALMART CHILE Treasury manager Manager who supervised monetary transactions.    2003 – 2005 Managed banking activities, including deposits and payments, to ensure correct transactions with Brinks as well as provide the back-up documentation for accounting. Documented all daily cash transaction activities. Inspected, investigated and resolved discrepancies in cash transactions. EDUCATION Escuela de Organizacion Industrial, Online Lessons, Ongoing. Las Positas Community College. Livermore, California, 2006 UC Berkeley Extension. Berkeley, California, 2006 Universidad Metropolitana De Ciencias De La Educación (UMCE) Santiago, Chile. 2002 –2005 Bachelor of English Education. (English Language Teaching) LANGUAGES   Bilingual Spanish/English. Beginner Portuguese.     Microsoft Excel Basic Training, Educación Continua UC, 2012 ITIL v3 Foundation Certified, 2012 Customer Service Phone skills, SESA Chile, 2013 Digital Marketing, Online lessons (Ongoing) TRAINING COURSES