Lucia Gavier

Lucia Gavier Virtual Assistant CONTACT ME Dublin, Ireland-@luciagavier EDUCATION Certificate of Higher Education: English Translation School of Languages, UNC (Córdoba, Argentina) 2007 - 2011 LANGUAGES WORK EXPERIENCE Customer Service Specialist 2022 - Present Grifols l Dublin, Ireland •Review that the orders received are in compliance with internal policies and process them in a timely manner. •Respond to customer inquiries in a quick and efficient manner to meet customer expectations. •Provide the appropriate amount of feedback to ensure customers are fully informed. •Prepare regular reports to customers about the status of their orders and monitor stock availability. •Attend meetings with internal stakeholders to inform them about the status of the orders and/or ensure on time supply of the products. •Identify and troubleshoot incidents, resolving where possible and/or report them to the line responsible or applicable teams. •Provide instructions to the appropriate Logistics and Export Teams for the shipment coordination of the orders. •Receive and escalate all complaints as per internal policies. Provide an excellent service level to our customers and stakeholders to ensure customer satisfaction •Work collaboratively and liaise with other departments for seamless operations in the area. •Process the requests received from customers and stakeholders correctly and in a timely manner. •Keep customers and stakeholders informed in a professional manner ensuring accuracy •Escalate to line responsible any complex issue for advice. •Maintain complete, accurate and up-to-date data records. Spanish (Native) English (Proficient) SKILLS MS Office Trello Calendly SAP Senior Process Executive 2018 - 2021 Infosys BPM for Microsoft Ireland l Dublin, Ireland •Providing post-sales support to Partners via Chat and Email and calls Complete analysis and investigation of queries related to Orders and Agreements, with regular update to customers. •Ensuring requests are solved within the agreed service level (SLA) Analyze and respond to simple/complex queries using Knowledge Tools and Escalation channels provided. •Collaborating with global support teams and third parties to help resolve cases. •Deliver exceptional quality/accuracy when dealing with Partner requests. •Mentoring and coaching Process Executives on the team. •Managing escalations and time-sensitive requests. •Validating contractual information, entering and coordinating Agreements/orders. •Reviewing agreements & orders to ensure all legal requirements are met and documentation is complete. •Calculating correct discounts using multiple pricelists, Business Desk duties. •Creating and processing revenue-impact orders and credits Making outbound calls as required to speed up resolution of orders/agreements. •Serving as backup support to others on the team with the resolution of more complex or unusual cases. REFERENCES