Daniela Carvalho

Background

About Daniela Carvalho

I am a Customer Experience Specialist and, in my current position, I have been able to gain experience in customer satisfaction as well as conflict management and in solving complaints following the premise that if a customer contacts me with a complaint, he/she should have their situation solved in the best and smoothest way possible so that we can not only reverse the situation at hand but also turn it into a positive experience. The ultimate goal must always be that the customer leaves feeling glad that that initial contact was made, thus cultivating trust and fidelization. My responsibilities include issuing and tracking orders for customers upon request, validating orders and resolving issues with information inserted by the customers, conflict/complaint de-escalation and resolution and also monitoring and interacting with users on the international social media profile, community engagement and engagement database creation and maintenance.