Tatiana Federmann
Clearwater,FL
Summary
Accomplished Customer Support Specialist with a proven track record at TransferWise, adept in effective problem resolution and superior customer service. Fluent in multiple languages, I excel in conflict resolution and quality assurance, significantly enhancing customer satisfaction. My leadership in training and collaborative efforts have driven service excellence, marking notable achievements in customer support operations.
Professional with proven expertise in customer support, adept at resolving issues efficiently and enhancing client satisfaction. Strong collaborator who thrives in team environments and adapts readily to changing demands. Skilled in communication, problem-solving, and using CRM software to deliver impactful results. Known for reliability and results-driven approach, ensuring high standards are consistently met.
Overview
7
7
years of professional experience
Work History
Customer Support Specialist
TransferWise
05.2022 - 02.2025
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
- Conducted regular training sessions for new team members, promoting best practices in customer support operations.
- Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
Customer Support Specialist
AIP Insurance
12.2020 - 04.2021
- Processed policy updates and changes accurately, ensuring client needs were met in a timely manner.
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Responded to customer requests for products, services, and company information.
- Handled sensitive customer information with discretion, adhering to strict data privacy regulations at all times.
- Completed customer applications and updated records to reflect current information.
- Processed insurance policy cancellations and renewals quickly to meet call time targets.
Airport Customer Service Agent
Azul Airlines
11.2017 - 01.2020
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Collaborated closely with team members to achieve excellence in overall airport operations.
- Assisted passengers with special needs, providing compassionate care and facilitating smooth travel experiences.
- Managed gate assignments and updated flight information, keeping passengers well-informed of changes in a timely manner.
- Maintained a calm and professional demeanor during high-stress situations, effectively addressing passenger concerns and fostering a positive travel experience.
- Expedited ticketing procedures for quicker processing times and reduced wait times for customers at the counter.
- Ensured flight safety by conducting thorough pre-flight checks and coordinating with flight crews.
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Checked in luggage and confirmed all carry-on items met federal guidelines.
- Rescheduled flights, issued refunds and assisted passengers with alternative travel arrangements.
Education
High School Diploma -
Progresso
Campinas, SP, Brazil12-2010
Skills
- Effective Problem Resolution
- Complaint handling
- Strong multitasking
- Effective problem solving
- Call center experience
- Conflict resolution
- Fluent in multiple languages
- Quality assurance
- Product knowledge
- Superior customer service
- Active listening
Languages
Spanish
Limited Working
Portuguese
Native or Bilingual
Timeline
Customer Support Specialist
TransferWise
05.2022 - 02.2025
Customer Support Specialist
AIP Insurance
12.2020 - 04.2021
Airport Customer Service Agent
Azul Airlines
11.2017 - 01.2020
High School Diploma -
Progresso
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