Mayra Guerra

Mayra Guerra Hortolândia, São Paulo, Brazil - - linkedin.com/in/mayra-guerra-389570b2 Summary Results-driven professional with 5 years of diverse experience in customer service, operations management, and cross-functional collaboration. Fluent in English and Portuguese, I am dedicated to delivering exceptional customer experiences while optimizing processes for efficiency and growth. Seeking to leverage my versatile background to contribute value to a dynamic team and drive success through strategic problem-solving, innovative thinking, and a commitment to excellence. Experience Bilingual Customer Service Representative Bullitt Group Ltd Aug 2020 - Present (3 years 1 month) Customer-Centric Proficiency: Demonstrated exemplary customer service by leveraging bilingual fluency in English and Portuguese, effectively addressing customer inquiries, complaints, and technical concerns through various communication platforms. Operational Efficiency: Applied in-depth technical expertise in mobile phones to swiftly resolve complex issues, optimizing device functionality, and ensuring seamless customer experiences. Innovative Issue Resolution: Employed creative problem-solving techniques to remotely reconfigure settings, showcasing an operational commitment to tailoring solutions that elevate customer satisfaction. Comprehensive Support: Provided complete technical assistance, guiding customers in device setup, software navigation, and addressing mobile phone-related inquiries, resulting in a 15% enhancement in customer knowledge and overall satisfaction. Operations Manager PinchForth Sep 2022 - Feb 2023 (6 months) Customer-Centric Operational Mastery: Led operations with a strong customer service focus, meticulously managing expenses, budgets, and resources to optimize customer experiences and contribute to a 15% profit increase. Strategic Process Enhancement: Designed and implemented Standard Operating Procedures (SOPs) that streamlined customer interactions, onboarding, offboarding, payments, and tax processes, ensuring efficient service delivery. Collaborative Client-Centric Leadership: Partnered closely with the CEO, providing valuable insights, swiftly resolving challenges, and fostering client-centric strategies that resulted in business growth and client satisfaction. Multi-Faceted Team Empowerment: Managed diverse operational facets, from team recruitment to client communication and timely payments, demonstrating versatile leadership skills that enhanced team performance and overall efficiency. Account Manager Mayra Guerra - page 1 PinchForth May 2022 - Aug 2022 (4 months) Client-Centric Partnership: Nurtured lasting client relationships by being their dedicated liaison, translating their needs into actionable plans, and ensuring seamless communication to exceed their expectations. Collaborative Project Mastery: Led cross-functional teams in executing comprehensive marketing campaigns, fostering a collaborative environment that resulted in on-time delivery and remarkable client satisfaction. Insightful Performance Insights: Delivered impactful campaign performance reports to clients, harnessing data-driven insights to showcase results, align strategies, and drive customer engagement. Resourceful Budget Leadership: Exemplified astute budget management, ensuring client resources were invested judiciously to maximize outcomes while maintaining a customer-focused approach. Customer Service Representative Appliance Factory Parts May 2020 - Aug 2020 (4 months) Informed Customer Engagement: Swiftly and comprehensively addressed customer inquiries across various platforms, offering expert guidance on parts and appliances to ensure customers receive accurate assistance. Supply Excellence Facilitator: Collaborated closely with suppliers to secure parts availability and precise pricing, contributing to a seamless customer experience and ensuring timely solutions. Exceptional Order Care: Managed orders with a meticulous touch, tracking their progress and efficiently handling returns, ensuring customers' needs are met promptly and with utmost care. Dedicated Backlog Resolution: Demonstrated a commitment to customers by clearing a significant backlog of pending requests, effectively reducing wait times by half and fostering improved customer satisfaction. Customer Service Representative Bullitt Group Ltd Aug 2020 - Present (3 years 1 month) Customer-Centric Proficiency: Demonstrated exemplary customer service by leveraging bilingual fluency in English and Portuguese, effectively addressing customer inquiries, complaints, and technical concerns through various communication platforms. • Operational Efficiency: Applied in-depth technical expertise in mobile phones to swiftly resolve complex issues, optimizing device functionality and ensuring seamless customer experiences. • Innovative Issue Resolution: Employed creative problem-solving techniques to remotely reconfigure settings, showcasing an operational commitment to tailoring solutions that elevate customer satisfaction. • Comprehensive Support: Provided complete technical assistance, guiding customers in device setup, software navigation, and addressing mobile phone-related inquiries, resulting in a 15% enhancement in customer knowledge and overall satisfaction. Customer Support Lead Lime Mayra Guerra - page 2 Sep 2019 - Mar 2020 (7 months) Empowered Team Excellence: Led a dynamic team of 26 agents with precision, optimizing schedules and breaks to deliver seamless customer interactions, ensuring swift and effective query resolution. Nurtured Customer-Centric Growth: Mentored and guided agents to refine responses, fostering improved customer connections, reduced handling times, and elevated satisfaction levels. Resolute Issue Resolution: Served as a central link for escalated customer concerns, collaborating with upper management to swiftly address challenges and provide tailored resolutions. Swift Solutions Orchestrator: Skillfully navigated unforeseen scenarios such as claims, accidents, and law enforcement inquiries, making decisive choices to ensure timely, empathetic responses. Subject Matter Expert/ Bilingual Customer Support Agent Lime Sep 2018 - Sep 2019 (1 year 1 month) Elevated Multilingual Customer Support: Maintained high customer engagement by responding to diverse inquiries within 5 minutes through calls and social media in three languages, resulting in enhanced customer satisfaction and loyalty. Top-Performing Agent Recognition: Twice awarded "Best Agent of the Month" for exceptional ticket resolution, showcasing expertise in Portuguese, Spanish, and English, underscoring dedication to effective multilingual communication. Effective Leadership and Coordination: Led a 26-member team as Shift Lead, optimizing schedules, coaching agents, and achieving streamlined operations for improved customer service delivery and team performance. Strategic Collaboration and Expertise: Collaborated directly with upper management on a high-profile "Ride Along" project, exhibiting comprehensive knowledge of tools and strategies, and contributed insights for informed decision-making. Education UNIEURO Bachelor of Laws 2002 - 2006 Skills Analytic Problem Solving • Problem Solving • Cross-team Collaboration • Budget Management • Team Leadership • Multilingual Communication • Project Management • Data Analysis • Client Relations • Customer Support Mayra Guerra - page 3