Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

CRISTIANE RITTERBECK

Columbus,OH

Summary


Dedicated to high levels of customer satisfaction. Bilingual professional who builds and leads friendly efficient services team. Exceptional customer skills with almost 20 years of experience on customer services

Overview

19
19
years of professional experience

Work History

Community Manager

Regus
10.2017 - Current
  • Re-hired as a Community Associate in 2017 and promoted to Community Manager within 6 months
  • Got the amazing opportunity of managing 2 NCO centers in my carrier with Regus
  • Developed a fantastic Spaces' community
  • Organizing and promoting networking events, lunch and learn, customer appreciation events
  • Building a strong partnership with the local community, clients and team members
  • Commitment on onboarding 100% of office clients thoroughly to ensure they could be self sufficient addressing their billing and Invoices, MR bookings, service add on, etc.
  • Follow AR/Collection process with
  • NPS focused, make sure client's understand and answer the survey with an excellent rate
  • Fostered a great relationship to clients to maximize our retention through monthly events and treats for clients, agility on addressing clients inquiries and concerns providing to each one of them a great day at work
  • Made sure center was 100% up to Regus standards and offices ready to sell
  • Take pride of the fact that I trained about 6 employees who later on were promoted to the CM position

Community Manager Team Leader

Regus Management Group
05.2021 - 07.2023
  • Responsible for recruiting new talents (CMs and CAs)
  • Oriented newly hired employees by providing company information, facilitating onboarding processes and establishing position-related requirements.
  • Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
  • Assessed company's training platform to ensure my teams were up to date with their assigned training and certifications
  • Conducted assessments for identifying key areas of improvement in center team's daily activities.
  • Mediated conflicts with tools and techniques to promote understanding and cooperation from center team and clients.
  • Directed training sessions enhancing knowledge and skills among center teams with the goal of turning them into mentors for future new hires fostering a culture of knowledge sharing among my team
  • Created a sense of collaboration and daily quick trainings via Microsoft Teams
  • Managed and motivated employees to be productive and engaged in work.
  • Continuously assessed community goals and objectives, making data-driven decisions to align strategies with overall organizational priorities such as NPS and center team bonus plan
  • Addressed and resolved client's complaints maintaining high satisfaction.
  • Conducted regular center visits to identify needed improvements and maintain highest standards.
  • Streamlined operations by communicating efficiently with center teams, keeping meticulous records and internal collaboration
  • Facilitated open dialogue among center teams by moderating discussions and addressing concerns in a timely manner.
  • Retention focused leadership helping center teams to understand the importance of a great customer service performance when it comes to retaining clients
  • Collaborated with cross-functional teams, optimizing sales initiatives that supported center growth through sales training and certifications, local events and community reaching.
  • Handled weekly meetings to follow up on Bad Debt/collections progress from each center in the cluster to make sure we were always under $1K per center, focusing on achieving the lowest dollar amount possible



Senior/Pleno Customer Services Representative

Regus/HQ do Brasil
07.2012 - 05.2015
  • Managing EVO switchboards
  • Welcoming walk in, center customers, prospect clients and visitors
  • Managing all the reception activities and setting up meeting rooms and IT & telecom
  • Onboarding and training new VO clients how to use myregus.com
  • Handling clients enquires and providing a welcoming and friendly reception
  • Responsible for making sure the center was always show ready anytime
  • Ensuring customer needs are met and presenting a positive first impression
  • Working directly with new CSR team members providing training and feedback
  • Providing day-to-day support for General Manager
  • Managing Electronic Purchase orders
  • Dealing with supplier's queries and providing support to accounts team
  • Take payments and ensure daily billing actions are completed
  • Preparation for the monthly billing, Debt collection, bad debit and debit prevention
  • Responsible for health and safety
  • Using Regus systems including Titan, RZone, POS, Citrix and others on daily basis
  • Dealing with in house and virtual office clients maintaining a high standard of satisfaction and service
  • Conducting organized tours and helping with walk in enquires
  • Selling services including IT telecom, day offices, meeting rooms and other Regus products
  • Running the center and providing training and support for new Regus team members, cleaning and kitchens maid as well
  • Helping with fit outs and refurbishments to generate the greatest return on available spaces
  • Promoted to Senior/Pleno CSR in January 2014

Bilingual Telephonist/Customer Services

Michael Page Human Resources - Sistema Quatro
06.2010 - 02.2012
  • Answering incoming telephone calls
  • Generating internal profile for new hires
  • Training new call center team members
  • Using programs as SAP, Citrix and Tombi

Administrative Assistant

Albert Einstein Hospital
03.2007 - 06.2010
  • Answering incoming telephone calls and direct the calls to appropriates parties or take messages
  • Admitting new patients to the rehabilitation center following the standard process for each type pf payment both covenant or private accounts
  • Providing administrative support for the doctors in the rehabilitation center
  • Responsible for the management of the therapies in the rehabilitation center of the hospital, relocating patients to different days or professional in case of any emergency
  • Training new reception team members
  • Responsible for the local billing department working with two of the biggest health insurance in Brazil, Lincx and Omint

Recepconist

APN Serviços
10.2005 - 06.2006
  • Answering incoming telephone calls; greeting visitors and handling theirs needs
  • Managing all the reception activities as delivery services, national and international courier delivery services, operating office equipment such as fax machines, copiers, or phone systems and managing vendors such as maintenance and technological equipment repairs
  • Assisting the marketing and artistic production departments with quarterly mailing list updates, visas applications to different countries for the main artist and the musicians, passport verification, etc.
  • Mail sorting and distribution within the company's departments

Education

BA - Trilingual Executive Assistant

Faculdades Metropolitanas Unidas
01.2015

High School diploma -

State School Prof. Lucia de Castro Bueno
12.2005

Skills

  • Customer focus
  • Problem Solver
  • Enthusiastic
  • Goal driven
  • Motivational skills
  • Pro-active
  • Thrives with new challenges
  • Driving performance improvements
  • Active listening
  • Critical thinking

Languages

English
Native or Bilingual
Portuguese
Native or Bilingual

Timeline

Community Manager Team Leader

Regus Management Group
05.2021 - 07.2023

Community Manager

Regus
10.2017 - Current

Senior/Pleno Customer Services Representative

Regus/HQ do Brasil
07.2012 - 05.2015

Bilingual Telephonist/Customer Services

Michael Page Human Resources - Sistema Quatro
06.2010 - 02.2012

Administrative Assistant

Albert Einstein Hospital
03.2007 - 06.2010

Recepconist

APN Serviços
10.2005 - 06.2006

High School diploma -

State School Prof. Lucia de Castro Bueno

BA - Trilingual Executive Assistant

Faculdades Metropolitanas Unidas

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CRISTIANE RITTERBECK