Daphne Piedi
Tegucigalpa,Honduras
Summary
Seasoned professional with over 20 years in administrative and customer service roles, excelling in management, sales, and bilingual communication. Expert in fostering client relationships and delivering top-notch service with a track record of exceeding KPIs. Proven leadership abilities and a knack for problem-solving, aiming to leverage these skills to contribute to company success and growth.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Hubstaff
03.2020 - Current
- Onboard customer and improve customer experience
- Respond to customer requests over email, ticketing system, live chats, on-screen shares, and video conferencing
- Solve the app's technical issues (Windows, macOS, Linux, Chromebook, and Chrome Extension)
- Troubleshoot computer issues (installation of software, error codes, etc.)
- Solve integration issues between Hubstaff Time tracking with project management tools like Jira, Trello, Asana, etc
- Help customers create organizations, and everything related to Hubstaff Time Tracking and Tasks
- Assist Freelancers and Agencies in Hubstaff Talent
- Resolve account and billing issues
- Process Refunds
- Write and update Support Articles and videos
- Write and update training material and knowledge base using WordPress
- Answer reviews (Trustpilot, Capterra, G2, etc.)
- Submit feature requests and update them
- Improve customer retentions and reduce churn
Account Executive
Sea Turtle Solutions
03.2018 - 12.2020
- Company Overview: (Work from Home)
- Responsible for arranging meetings and communicating with clients to understand their needs
- Be in charge of monitoring all stages of campaigns to ensure that they run smoothly and efficiently
- Ensuring the company's growth, by finding leads, closing sales, supporting existing clients, formulating sales strategies, and effectively communicating the value of our products to clients
- Main point of contact between the company and the client
- Develop and maintain long-term relationships with accounts
- Preventing account closure maintaining a healthy client base and achieving the company's objectives
- (Work from Home)
Translator and Transcriptionist: Spanish / English, English / Spanish
Babbletype
08.2016 - 03.2020
- Translate the entire content of recordings, starting from the beginning to the end
- Ensure that proper English spelling, grammar, and punctuation are used, even if it requires slight correction of the speaker's words
- Use a style guide such as the Reuters style guide to ensure proper usage
- Replace all slang words with their standard English equivalents
- Break up long speeches into shorter sentences for clarity
- Correct any incorrect verb tenses
- Read the material thoroughly and research industry-specific terminology
- Convert text and audio recordings from one language to one or more others
- Ensure that the translated texts accurately convey the original meaning
- Freelancer
Validations and Quality Assurance Agent
Great VirtualWorks
05.2018 - 02.2020
- Customer's handling evaluation
- Evaluate and provide feedback for every evaluated call
- Responsible for the development and implementation of corrective actions
- Detection and resolution of problems, and the delivery of satisfactory outcomes
- Document quality assurance activities with internal reporting and audits
- Performance Reports, Commission approvals, and denials
- Promoted
Virtual Retention Agent
Great VirtualWorks
01.2018 - 05.2018
- Communicate with Customers
- Gather Data Related to Complaints
- Propose Solutions
- Negotiate with Customers
- Prevent account closing
Customer Support Agent: Live Chat, tickets, and Email
Intouch - Google Nest
04.2017 - 01.2018
- Resolving customer complaints through email, chat, or social media
- Helping potential customers determine compatibility with Google Nest products
- Answering questions about warranties or sales terms
- Acting as the company's gatekeeper
- Providing suggestions for solutions when a product malfunctions, handling product recalls
- Informing customers about deals, promotions, new features, and functionalities
- Compiling reports on customer satisfaction and identifying customer needs
- Helping customers use specific features and troubleshooting equipment and software
- Following up with customers to ensure their satisfaction
- Identifying possible errors on the website
Virtual Sales Agent
Great VirtualWorks
06.2015 - 06.2016
- Greet customers warmly and ascertain the problem or reason for calling
- Advise on company information
- Place orders and take payment information and other pertinent information such as addresses and phone numbers
- Answer questions about warranties or terms of sale
- Inform customers of deals and promotions
- Sell products and services
- Read from scripts
Customer Service Representative (CSR1)
Startek
12.2014 - 06.2015
- Taking inbound calls to assist customers with questions about balances, overdrafts, and incoming funds
- Card activation
- Account creation
- Solving problems related to their reloadable debit card
- Verify deposits
- Approve or deny overdrafts
Administrative Assistant
Private Bilingual School "Sagrado Corazón (Liceo Hondureño)"
09.2005 - 12.2014
- Assist with day-to-day office operations, manage calendar, organize appointments, prepare documents for meetings, and handle phone calls
- Review and update official school documents, plan and coordinate training programs, and manage personnel recruitment, selection, admission, and induction
- Responsible for drafting proof of work, monthly and annual payroll transcription, and presenting annual economic reports
- Manage the internal database of all personnel, training materials, and the Management System of Educational Centers
- Represent the institution before the Secretary of Education at meetings and prepare legal paperwork for the institution
- Order office supplies, act as a point of contact between school authorities and parents, and assist in the preparation of reports
- Plan and implement quality assurance for all processes, develop personnel, conduct staff meetings, and plan staffing discussions and interviews
Education
Professor of Middle Education - English as a Second Language
UPNFM
Tegucigalpa, HondurasBachelor's degree - Business Administration
UNICAH
Tegucigalpa, HondurasGraphic Designer -
GBM
Tegucigalpa, HondurasSkills
- Adaptability
- Loyal
- Discreet
- Attention to Detail
- Multitasking
- Communication
- Problem-Solving
- Customer Service
- Tech Savvy
- Goal-oriented
- Time Management
- Leadership
- Work with a Team
- Customer Relationship Management (CRM)
- Technical Troubleshooting
- Project Management Tools (eg, Jira, Trello)
- Conflict Resolution
- Bilingual Communication (Spanish/English)
Certification
- GDPR
- HIPAA
- SECURITY AWARENESS
- WORK FROM HOME
- DIVERSITY & INCLUSION
- HIPAA (PHISHING)
Languages
- English
- Spanish
Trainingandsoftware
- Business Coaching
- Hubstaff Time tracker
- Corel Draw
- Hubstaff Tasks
- Dreamweaver
- Adobe Photoshop
- Google positioning
- Sales Techniques
- Google Suite
- SalesForce
- HubSpot
- Slack
- Hubstaff Suite
- Stripe
- Mandrill
- Total Quality
- Microsoft Office Suite
- Zendesk
- Online Marketing
- Windows
- MacOS - iOS
Languages
Spanish
Native/ Bilingual
English
Native/ Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Representative
Hubstaff
03.2020 - Current
Validations and Quality Assurance Agent
Great VirtualWorks
05.2018 - 02.2020
Account Executive
Sea Turtle Solutions
03.2018 - 12.2020
Virtual Retention Agent
Great VirtualWorks
01.2018 - 05.2018
Customer Support Agent: Live Chat, tickets, and Email
Intouch - Google Nest
04.2017 - 01.2018
Translator and Transcriptionist: Spanish / English, English / Spanish
Babbletype
08.2016 - 03.2020
Virtual Sales Agent
Great VirtualWorks
06.2015 - 06.2016
Customer Service Representative (CSR1)
Startek
12.2014 - 06.2015
Administrative Assistant
Private Bilingual School "Sagrado Corazón (Liceo Hondureño)"
09.2005 - 12.2014
Professor of Middle Education - English as a Second Language
UPNFM
Bachelor's degree - Business Administration
UNICAH
Graphic Designer -
GBM
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