Sylvia Gutierrez
\"Versatile Customer Service Leader | Mastering Service Excellence Across Multiple Industries |Turning Gaps Into Gains| Energizing Teams, Fixing Problems, and Delivering Wow Moments!\"
- Role
- Bilingual Customer & Supplier Relations Specialist at Tripadvisor
- Location
- Las Vegas, NV, US
- LinkedIn followers
- 500 followers
About Sylvia Gutierrez
Passionate customer service leader with over 20 years of experience across travel, online…
Experience
Bilingual Customer & Supplier Relations Specialist
Mar 2021 — Present · Las Vegas, NV, US
Conducted daily meetings with the team to discuss service or operation gaps, challenges, and areas of improvement. Worked with different teams to discuss service or operation gaps, challenges, and areas of improvement. Provide knowledge and technical support for the help desk for offshore call centers for 4 different platforms. Handle legal, social media, supervisor, or manager inquiries and escalations. Collaborated with account managers and team leaders to update knowledge support tools to help offshore and onshore agents understand how to manage business accounts that utilize third-party management systems in conjunction with our web products to operate seamlessly their supply of 100 or more properties following company decision to expand the customer service team duties. Including developing a guide with steps on how to diagnose and fix common technical issues to make it easier for agents to resolve issues in first contact and decrease handle times. Run quality checks and discuss, KPI, CSAT, CES, and NPS data with team leads to understand areas of opportunity and develop strategies to help exceed objectives. Helped improve customer retention and reduced escalations by working with team leads and operation managers to empower selected onshore agents with the ability to authorize a limited compensation amount to help resolve inquiries, promptly. Assisted team leads and managers with various operational improvement projects, collaborating with finance, legal, and engineering teams while providing personalized empathetic customer service and technical support to customers, and suppliers through multiple communication methods in different languages for multiple web-based platforms and programs in accordance with company standards and KPI\'s.
Education
Chaparral high School
High School Diploma, General Studies
2000 — 2002
College of Southern Nevada
Associates, Communications & Hospitality
2000 — 2004
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