Natalia Reinosa Bazán
Jesús Maria
Summary
Driven Customer Experience Leader with background in managing customer relations, ensuring client satisfaction, and improving business performance. Strengths include development of innovative customer experience strategies, team leadership, and effective communication. Previous roles have seen significant enhancements in customer loyalty and overall client satisfaction through strategic initiatives and proactive engagement.
Overview
14
14
years of professional experience
Work History
Customer Experience Lead B2B
Paysafe
05.2023 - Current
- Responsible for monitoring CX Agents performance.
- Follow up to highly complex cases coordinated with other internal areas or external teams.
- Identify and lead improvement opportunities for the team.
- Schedule monthly roles, vacations, contingencies or shift changes.
- Comply with the customer experience standards defined by the organization.
- Permanently promote a service culture with the team.
Key Account Manager
Beltech (Crossnet)
10.2022 - 02.2023
- Management of the organization's key accounts maintaining an excellent business relationship with the assigned accounts.
- Prospect new accounts and growth of the assigned base.
- Resolved conflicts between merchants and other departments by identifying root causes and proposing solutions.
- Established strong relationships with clients through regular communication and follow-up activities.
- Collaborated with sales team members to develop solutions tailored to our merchants needs.
Contact Center Team Leader
Bilingual LS
06.2019 - 09.2022
- Comply with KPIs given by the organization.
- Encourage our team members to become the best and being able to achieve new roles opportunities within the company.
- Created reports summarizing key performance metrics such as average handle time, first call resolution rate.
- Facilitated weekly meetings with team members to discuss objectives, challenges, successes.
- Participated in recruitment efforts by conducting interviews for potential candidates.
- Monitored call queues to ensure efficient customer service operations.
- Conducted regular coaching sessions with team members to improve customer service skills.
Flight Attendant
Avianca Perú
12.2015 - 04.2019
- Customer service: guide and assist passengers for safety and comfort.
- Always conduct safety checks before the flight, greet and communicate with customers.
- Adhered to company policies regarding security measures and protocol at all times.
- Monitored cabin environment throughout flight, checking seatbelts and ensuring passenger comfort.
- Delivered onboard customer service including food and beverage service.
- Demonstrated proficiency in aircraft emergency procedures, first aid, CPR, defibrillators, oxygen administration, and other safety protocols.
Operations Executive on field
Directv Perú
01.2014 - 07.2015
- Responsible for training technical personnel, installation management, and equipment activation
- Established policies and procedures for day-to-day operations that comply with company standards and regulations.
- Communicated with departmental leaders to identify and solve daily operations issues.
- Formed and sustained strategic relationships with clients.
- Administrative staff technical support over Peruvian central east area: Pasco, Ucayali, San Martin, Loreto and Amazonas.
Operations Executive
Lan Perú
07.2010 - 01.2014
- Call Center Operations Manager Support.
- Developed and implemented operational strategies to improve efficiency, reduce costs and increase agents development.
- Generation of operation reports and review of indicators.
- Ensured compliance with industry regulations and standards.
- Trained new employees on operational procedures and protocols.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Education
Some College (No Degree) - Business Administration And Management
ESAN
Lima, Perú11-2023
Some College (No Degree) - Business Administration
USIL
Lima, Perú08-2022
Complementary Bachelor Degree - Arts
Universidad Nacional Mayor De San Marcos – UNMSM
Lima, Peru12-2013
Some College (No Degree) - Business Administration
ESAN
Lima, Perú10-2012
Professional engraver degree -
Peruvian National Fine Arts School
Lima, Peru12.2008
Skills
- Strategic Thinking
- Team Management
- Data-driven decision-making
- Customer Service
- Quality Control
- Interpersonal Communication
- Remote Office Availability
- English Fluency
- Problem-solving aptitude
- Effective Communication
- Understanding Customer Needs
- Attention to Detail
- Relationship Building
- Employee Coaching
- Self Motivation
- Problem-Solving
Languages
Spanish
First Language
English
Advanced (C1)
C1
Portuguese
Intermediate (B1)
B1
Timeline
Customer Experience Lead B2B
Paysafe
05.2023 - Current
Key Account Manager
Beltech (Crossnet)
10.2022 - 02.2023
Contact Center Team Leader
Bilingual LS
06.2019 - 09.2022
Flight Attendant
Avianca Perú
12.2015 - 04.2019
Operations Executive on field
Directv Perú
01.2014 - 07.2015
Operations Executive
Lan Perú
07.2010 - 01.2014
Some College (No Degree) - Business Administration And Management
ESAN
Some College (No Degree) - Business Administration
USIL
Complementary Bachelor Degree - Arts
Universidad Nacional Mayor De San Marcos – UNMSM
Some College (No Degree) - Business Administration
ESAN
Professional engraver degree -
Peruvian National Fine Arts School