Tamara Luraschi
Sligo
Summary
Motivated individual with experience in customer service and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service.
Overview
16
16
years of professional experience
Work History
Account Manager
Prepaid Financial Services EML
08.2023 - 08.2024
- Implemented various strategies aimed at improving customer engagement and satisfaction
- Increased business growth and improved retention rates by effectively collaborating with cross-functional teams.
- Established and maintained strong client partnerships while being the main liaison for key accounts
- Performed continuous analysis of market trends and customer feedback to optimize service offerings.
Customer Service Spanish Team Leader
Prepaid Financial Services EML
01.2021 - 07.2023
- Contributed to growth and success of customer service team
- Enhanced performance by establishing and monitoring team goals and deadlines.
- Devised and executed innovative strategies to optimize Service Level Agreements (SLA).
- Organized routine individual sessions to offer feedback for continual improvement and deliberate ways to enhance performance
- Monitored and reported on key performance metrics.
- Took proactive measures in resolving problems promptly
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
Team Leader - Business Customer Service
Unisono Solutions, Spain
01.2010 - 01.2014
- Managed metrics, quality control, coaching, and performance reviews within the business customer service team
- Analyzed sales figures and utilized insights to drive business decisions
- Conducted training sessions to enhance product knowledge and customer interaction skills, leading to increased upselling opportunities
- Implemented performance analysis methodologies to optimize staffing and operational processes.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Established clear communication channels to facilitate timely exchange of information between team members and stakeholders.
Business Customer Service Agent
Vodafone Unisono Solutions, Spain
01.2009 - 01.2010
- Provided excellent customer support through inbound calls, chat, and email communication channels
- Offered advice on service plans and enhancements to improve customer satisfaction.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer account discrepancies and concerns.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Trained new personnel regarding company operations, policies and services.
Education
Bachelor of Arts - Law
Dublin Business School
Currently Part TimeBachelor of Arts - Communication Studies
Northen University
02.2018
Skills
- Account Management
- Customer Service
- Teamwork and Collaboration
- Client Relations
- Goal-Oriented
- Issue Resolution
- Customer Relationship Management (CRM)
- Cross-Functional Collaboration
Websites
Personal Information
Title: Account Manager
References
Available upon request.
Timeline
Account Manager
Prepaid Financial Services EML
08.2023 - 08.2024
Customer Service Spanish Team Leader
Prepaid Financial Services EML
01.2021 - 07.2023
Team Leader - Business Customer Service
Unisono Solutions, Spain
01.2010 - 01.2014
Business Customer Service Agent
Vodafone Unisono Solutions, Spain
01.2009 - 01.2010
Bachelor of Arts - Law
Dublin Business School
Bachelor of Arts - Communication Studies
Northen University
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