Gustavo Martins Goerg
Lakeville,MN
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the healthcare sector having worked in the area for 24 years. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
24
24
years of professional experience
Work History
Customer Service Technician
Siemens Healthineers
07.2008 - Current
- Investigated and resolved customer inquiries and complaints quickly
- Conduct new hire trainings and development on customer service and internal processes
- Conduct clients training sessions and workshops on specific equipment
- Work with other team members to create continuous improvement of products and service
- Delivered exceptional customer service through clear communication and empathy during challenging situations.
- Utilized strong problem-solving skills to identify the root cause of problems quickly and efficiently find solutions.
- Demonstrated exceptional attention to detail when documenting customer interactions and troubleshooting steps taken, leading to more efficient resolutions for future cases.
- Enhanced customer experience with personalized assistance and product recommendations.
- Lead and mentor a team of customer service technicians to ensure exceptional service delivery and support
- Investigate and resolve customer inquiries and complaints efficiently, mantaining a focus on quality and speed.
- Developed strong relationships with clients, leading to increased loyalty and retention rates.
- Consistently met or exceeded established performance metrics related to call handling time, first-call resolution rate, and overall customer satisfaction.
Customer Service Technician
Sullab Diagnosticos Ltda
09.2000 - 07.2008
- Responsible for spare parte forecast
- Responsible for support line procedures
- Support and install more than 6 different instruments
- Diagnostics and fix instrument problems at customer sites
- Repair and fix major issues on diagnostics instruments
Education
Associate of Science - Eletronics Automation
Senai Visconde De Maua
Porto Alegre, RSSkills
- Creative Problem Solving
- Calm and Professional Under Pressure
- Building Customer Trust and Loyalty
- Strong Analytical and Problem Solving Skills
- Team Leadership and Development
- Performance Metrics Management
- Efficient and Detail-Oriented Multitasking and Prioritization
- Customer Data Confidentiality
- Courteous with Strong Service Mindset
- Issue and Complaint Resolution
- Responding to Difficult Customers
- Customer Retention Strategies
Languages
Portuguese
Native or Bilingual
English
Full Professional
Spanish
Elementary
Timeline
Customer Service Technician
Siemens Healthineers
07.2008 - Current
Customer Service Technician
Sullab Diagnosticos Ltda
09.2000 - 07.2008
Associate of Science - Eletronics Automation
Senai Visconde De Maua
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