Elena Mirian Mamani Ariza
Senior Support
Amsterdam
Summary
Senior Support Coordinator with a proven track record in customer service, dispute resolution, and operational support. Experienced in managing escalated cases, enhancing team performance, and streamlining customer interactions. Effective communicator with a proactive problem-solving approach and a focus on process optimization.
Overview
10
10
years of professional experience
Work History
Senior Support Coordinator
Tiqets
06.2022 - Current
- Resolve complex and escalated issues involving customers, suppliers, and distributors, including defending cases in PayPal disputes to ensure favorable outcomes and replying to and analyzing customer's reviews.
- Proactively identify and report incidents or emergencies, taking ownership to resolve them swiftly for a seamless customer experience and smooth shift transitions.
- Conduct thorough reviews of product pages, identify misleading or inaccurate information, and implement fixes to enhance product quality and maintain high standards.
Support Coordinator
Tiqets
04.2021 - 06.2022
- Facilitated communication between first-tier support and internal stakeholders to resolve issues and improve key performance indicators (KPIs).
- Delivered constructive feedback to agents, offering specific instructions to enhance their performance.
- Monitored team performance and provided detailed reports to leadership, contributing to the overall success of the team.
Customer Service Shift Lead
Tiqets
06.2018 - 04.2021
- Led a team of customer service agents, overseeing smooth operations, meeting performance targets, and providing support to outsourced peers.
Customer service representative
Tiqets
04.2017 - 06.2018
- Efficiently manage customer complaints and requests across channels such as WhatsApp, calls, and emails, ensuring timely responses and resolutions.
- Handled chargeback disputes and provided support to suppliers and resellers, demonstrating strong communication and problem-solving abilities.
Customer service representative
Booking.com
05.2015 - 12.2016
- Handled reservations, modifications, and special requests with a focus on customer satisfaction. I efficiently resolved problems and complaints by phone and email, following communication procedures and guidelines. This experience allowed me to develop strong communication skills and problem-solving abilities in a fast-paced environment.
Education
Early Year Foundation Level 3 -
UK Distance Learning & Publishing
01.2012 - 01.2013
CACHE, Children and Young People's Workforce Diploma - undefined
JHP Training
01.2011 - 01.2012
Science of Communication - undefined
Universidad de San Martin de Porres
01.1999 - 01.2004
Skills
Experience with CRM platforms
Ticketing Systems & Knowledge Bases
Payment Dispute Handling (PayPal, chargebacks, Adyen)
Microsoft Office Suite (Excel, Word)
Google Workspace (Docs, Sheets, Gmail)
Empathetic Communication
Team Leadership & Peer Coaching
Proactive Problem Solving
Time Management & Prioritization
Adaptability in High-Pressure Environments
Constructive Feedback Delivery
Timeline
Senior Support Coordinator
Tiqets
06.2022 - Current
Support Coordinator
Tiqets
04.2021 - 06.2022
Customer Service Shift Lead
Tiqets
06.2018 - 04.2021
Customer service representative
Tiqets
04.2017 - 06.2018
Customer service representative
Booking.com
05.2015 - 12.2016
Early Year Foundation Level 3 -
UK Distance Learning & Publishing
01.2012 - 01.2013
CACHE, Children and Young People's Workforce Diploma - undefined
JHP Training
01.2011 - 01.2012
Science of Communication - undefined
Universidad de San Martin de Porres
01.1999 - 01.2004