Laura Navarro

• Responsible for directing, monitoring, and developing the team of Operations (Trilingual: English, Portuguese and Spanish), under her charge, providing the necessary tools for the team to perform its tasks in order to ensure ongoing compliance of metrics assigned to the account.
• Monitoring and evaluating calls and/or emails/chats
• Continuous monitoring and evaluating the performance of the assigned team
• Constantly monitoring the metrics assigned to the team
• Monitoring the quality standards required by the account using motivational techniques to stimulate the team, implementing action plans, among others.
• Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.

• Provided primary customer support to internal and external customers (UK, Portugal, US, LATAM and Brasil).
• Collected and analyzed customer information to prepare product or service reports.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Optimized customer support by establishing collaborative service environments through targeted operational initiatives.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Collaborated with operations team to provide excellent customer service and foster positive work environment.

• Developed and wrote curricula in Portuguese, Spanish and English, often sharing curriculum with other teachers.
• Conducted foreign language exams to determine fluency and comprehension.
• Used written exercises to test and develop reading and writing foreign languages.
• Conducted classes for young students desiring to learn foreign language.

▪ Experience in multidisciplinary and multicultural activities with youth in South America: Brazil, Colombia, Paraguay, Peru, Guatemala and El Salvador, in the International Institution Heralds of the Gospel.

▪ Theater direction, lectures, exhibitions, conferences.
▪ Development and participation in cultural training programs aimed at families (100-250 people).

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Provided primary customer support to internal and external customers.

• Visitor of different companies and participants of the Campaign, launched by the Heralds of the Gospel with the aim of converting them into monthly donors of that institution.
• Completed appropriate paperwork for donations.
• Greeted and provided friendly service to donors and assisted in transferring items to facility.