Valery Nicole Cruz Ramírez
Heredia
Summary
Dynamic professional dedicated to fostering long-term client relationships that drive business success. Expertise in identifying the clients needs and transforming them into actionable strategies. Committed to continuous improvement and innovation, ensuring alignment with industry best practices to achieve optimal results.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Senior Analyst, Customer Support
LSEG
08.2023 - Current
- Provide functional and technical support for products such as Eikon and Workspace ensuring effective communication and customer satisfaction.
- Create and maintain strong relationships with clients to build trust, loyalty and account growth.
- Collaborate with stakeholders as product teams and technical specialists to ensure alignment with organizational objectives and priorities.
- Use dashboards to monitor and track key performance indicators.
- Mentor junior analysts, fostering skills development and promoting best practices in customer relationships.
Selling Support Associate
Amazon
05.2021 - 05.2023
- Act as the primary point of contact for selling partners through email and phone.
- Analyze and solve business problems with focus on understanding root causes and driving forward-looking opportunities.
- Maintain performance metrics: quality of service, productivity, attendance, handling time, first-contact resolution rate, among others.
- Make weekly reports of the interactions with the sellers.
- Balance multiple tasks simultaneously, maintaining focus on delivering optimal outcomes for each client interaction.
Customer Support
Sykes
07.2019 - 03.2021
- Educate clients regarding their credit cards, and checking accounts.
- Maintain clear communication with customers throughout the resolution process; ensure follow‑ups when issues can’t be resolved immediately.
- Meet established individual and team performance targets, including productivity, handle time, and quality standards.
- Resolve technical queries, account issues, product usage, etc.
Education
Business Administration -
Universidad San Marcos
High School Degree -
Laboratorio Emma Gamboa
Moravia12.2015
Skills
- Communication Skills
- Multitasking
- Time Management
- Data Analysis
- Critical Thinking
- Active Listening
Accomplishments
- I achieved top performance in both MTTR (Mean Time to Resolve) and NPS (Net Promoter Score) for Q2 2025, exceeding team goals by 14%.
- Designed and implemented a Microsoft Excel database to track case details impacting the team's resolution metrics, enabling analysis by case type and identification of targeted solutions, which contributed to a reduction in MTTR.
Certification
- English For Tourism at INA (01/2016 - 08/2018)
- Portuguese at Express Academy
LANGUAGES
English
Professional Working
Portuguese
Professional Working
Spanish
Native or Bilingual
Timeline
Senior Analyst, Customer Support
LSEG
08.2023 - Current
Selling Support Associate
Amazon
05.2021 - 05.2023
Customer Support
Sykes
07.2019 - 03.2021
Business Administration -
Universidad San Marcos
High School Degree -
Laboratorio Emma Gamboa