Liliana Ortega
Parma
Summary
Dynamic leader with a proven track record at Tarkett, enhancing customer satisfaction and expanding business territories. Excelled in fostering team collaboration and leveraging bilingual capabilities to improve international client relations. Skilled in CRM tools and adept at problem-solving, consistently achieving growth and high morale through strategic planning and mentoring.
Overview
13
13
years of professional experience
Work History
Customer Service Supervisor
Tarkett
09.2020 - Current
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
Business Development Specialist
Tarkett
02.2017 - 09.2021
- Expanded client base by identifying and targeting new business opportunities through market research and analysis.
- Used CRM to handle current portfolio and prospective leads.
- Secured high-value accounts through building rapport with key decision-makers, understanding their needs, and presenting customized solutions tailored to their requirements.
- Built strong relationships with international accounts, aligning company solutions with customer needs.
- Developed and executed strategic account plans to achieve business growth in international markets.
- Collaborated with internal teams to address issues, resolve concerns, and optimize customer satisfaction.
- Managed CRM updates for pricing, leads, and account assignments.
- Updated customer pricelists as needed, ensuring transparency and accuracy in pricing structures.
Customer Service Representative
Tarkett
04.2015 - 04.2017
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
International Customer Service Specialist
Osborn
10.2011 - 04.2015
- Developed comprehensive training materials tailored specifically to address challenges faced by international clientele.
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries from international clients.
- Assisted in the development of new policies and procedures to optimize international customer service operations.
- Spearheaded initiatives aimed at improving the overall quality of service provided by international customer support teams, leading to higher levels of client satisfaction and loyalty.
- Acted as liaison between internal departments and external vendors, ensuring timely delivery of products and services to customers around the world.
- Implemented ongoing feedback loops for continuous improvement, gathering input from both clients and team members to inform process enhancements.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Education
Bachelor - International Business
Universidad Del Valle De Atemajac
Zamora, MI 12-2004
Skills
- Problem-solving
- Time management
- Customer service
- Multitasking and organization
- Team building and leadership
- Training and mentoring
- Work prioritization
- Proficient in Microsoft Office Suite, SAP, and CRM tools
- Strong analytical and problem-solving skills in high-pressure environments
- Bilingual: Fluent in Spanish (spoken and written)
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Supervisor
Tarkett
09.2020 - Current
Business Development Specialist
Tarkett
02.2017 - 09.2021
Customer Service Representative
Tarkett
04.2015 - 04.2017
International Customer Service Specialist
Osborn
10.2011 - 04.2015
Bachelor - International Business
Universidad Del Valle De Atemajac
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