Roberto Moreno Strufaldi

Customer Adviser Advanced @United Utilities

Warrington, GB

Managed and resolved an average of 30 complex customer inquiries daily, De-escalated high-priority customer complaints through empathetic communication and strategic problem-solving, transforming negative experiences into positive outcomes. Provided in-depth Waste and Clean water process expertise and technical support, guiding customers through troubleshooting steps and complex feature usage. Identified root causes of recurring customer issues and collaborated with Product Development, Operations and High Managers to implement lasting solutions, always aiming to reduce repeat contacts. Effectively navigated and utilized CRM systems as Salesforce, to log interactions, track customer journeys, and ensure accurate record-keeping. Proactively engaged with customers to anticipate needs and provide tailored solutions, enhancing overall customer loyalty. Educated customers on new products, services, and features, driving adoption and understanding. Contributed to the refinement of customer service protocols and scripts, leading to [improvement in first-contact resolution. Participated in quality assurance reviews, offering constructive feedback to peers and leadership to uphold service standards. Consistently exceeded individual and team KPIs, including average handling time (AHT), first-contact resolution (FCR), and customer satisfaction (CSAT) scores. Recognized Customer Service Star of the Month, Top Performer and adviser with the highest amount of WOW\'s for exceptional service delivery and problem-solving capabilities.

UNIFACS Laureate International Universities

Bachelor's degree, Tourism and Travel Services Management