Marco Morera Loaiza

Elevate the customer experience by skillfully addressing client needs, and adapting to constant platform changes and enhancements.

• Communicate with customers across multiple channels, including email, chat, and calls.
• Provide technical and non-technical support to a diverse customer base, often troubleshooting issues related to APIs, DNS, and integrations.
• Manage account and billing requests, providing tailored solutions, optimizing service delivery, and support.
• Provide technical troubleshooting and guidance on a variety of topics, such as email design, automation workflows, and CRM integrations.

Oversaw and optimized client travel services at CWT, combined with strong team leadership, to ensure outstanding customer experiences.

• Acted as a key resource for a team of 10 or more new hires, offering expert guidance on product, process, and tool-related inquiries.
• Supervised the correct implementation of processes by conducting quality assurance reviews, and providing actionable feedback.
• Trained and mentored junior counselors, enhancing team performance and service quality.

Managed travel arrangements as a Travel Counselor at CWT.

• Coordinated travel plans and itineraries for clients, ensuring timely and satisfactory arrangements.
• Provided personalized travel solutions to meet clients' preferences and needs.
• Worked alongside team members to streamline processes and enhance overall service quality.

Provided customer support, addressing client inquiries and resolving issues effectively.

• Managed a high-volume workload, handling over 80 customer calls per day while consistently high value support.
• Resolved a wide range of customer inquiries and issues, utilizing strong problem-solving skills.
• Worked collaboratively with team members to maintain a high standard of service delivery and customer care.

Customer service operations deliver assistance and solutions to customer inquiries.

• Managed billing inquiries and account adjustments, ensuring accuracy in statements, and providing clear explanations to resolve client concerns.
• Supported soft collections by assisting customers with overdue accounts, offering guidance on payment options, and facilitating resolutions while maintaining a positive service experience.