KARINE VARGAS

Experienced professional with a proven track record of delivering outstanding results in fast-paced, high-pressure environment as well as multicultural workplace, aquired working for some of the largest multinationals in the world, like Accenture and Teleperformance. Multilingual speaker with expertise in Customer Service, Sales, Trust & Safety, Compliance and Leadership. Holds a university degree in Law, a specialization in Digital Marketing.

1) ACCENTURE, CUSTOMER SERVICE REPRESENTATIVE. 

IT Segment, 2020Y-Present. 

Outsorcing Project for the Company: Facebook/Meta. 

- Legal compliance of documents making deep analysiss, applying operational measures according business Intelligence operations Center; 

- Data entry onto CRM / ERP/ SAP / SaaS systems; 

- Cross-working with teams to reporting and escalating inconsistences to government authorities and national enforcement bodies, ensuring risk mitigation; 

- Interpret policies to avoid digital threast, documents fraud, as well as misrepresentation; 

- Improving data management and businesses processes, reducing gaps, ensuring quality goals, as well as  increasing accuracy. 

Special Awards and Achivements at Accenture:   

Award of Distinctive Achievement, Accenture Annual Town Hall 2022; 

Cross-Cultural Diversity Champion, Accenture 2022; 

Top Performer, Facebook/Meta Project, 2022; 

The Chewie Awards Winner, Accenture 2021. 

2) TELEPERFORMANCE, CUSTOMER SERVICE REPRESENTATIVE.

IT Segment, 2018-2020Y. 

Outsorcing Project for the Company: Tik Tok. 

- Building Strategies for Improving the overall customer experience and Fostering Loyalty; 

- Providing proactive customer outreach, by monitoring brand mentions and engaging in customer interactions; 

- Handling Users Complaints and Escalations to Follow-up Troubleshooting Tickets; 

- Providing and follow practices used to better achieve best KPI´s, ensuring brand´s safety;  

- Conduct Quality assurance for the operational quality  spotting gaps, inconsistencies, conflicts, and case resolution with stakeholders. 

Special Awards and Achivements at Teleperformance:   

Choosen the Spotter Team and POC - Point of Contact - with direct contact at Tik Tok in China, for excellent communication skills and technical knowledge; 

Implemented a new training program for customer service representatives, resulting in improved customer satisfaction and reduced turnover rate; 

Exceeded customer satisfaction goals by consistently receiving positive feedback and high ratings from customers and managers; 

Reduced customer complaint resolution time by 10% through implementing new processes or tools; 

Frequently Top Performer for demonstrated a strong ability to handle challenging customer interactions with empathy and patience, resulting in improved customer satisfaction. 

3) REAL ESTATE INC. , Sales Director. 

Real Estate Segment, 2002-2018Y. 

As Sales Director: 

- Cross-working with legal team as well as notaries to provide legal background to support the general management and sales contracts; 

- Closing sales negotiations with individuals, investors and international companies; 

- Reviewing contracts and working toguether with notaries, analysing deeds and documental content, ensuring regulatory compliance for property sales, short-rental and long-rental contracts; 

- Team Leader managing sales teams, presenting sales pitch and delivering training to new agents; 

- Ensuring after-sales business strategy to higher customer satisfaction and brand loyalty, providing follow-up and dealing with complex complaints; 

- Coordinate Marketing Plan and Social Media Marketing Strategies; 

- Prospecting and qualifying new clients suitable for launching products and services; 

- Networking building with stakeholders for incoming opportunities; 

- Manage CRM Data, Monitoring Performance using Key Metrics & Coachings; 

- Business Processes Improvement and Management;  

As Senior Sales Agent: 

- Transform prospects in SQL - Sales Qualified Lead - and plan meetings with the Sales Team; 

- Work closely with the Sales and Marketing Team to improve the sales process; 

- Point of Sales for B2B and B2C property sales, prospecting new leads and increasing goals with Upselling and Cross-selling, effectively reaching sales targets; 

- Customer service through phone, email, chat, and in-person interactions, establishing an excellent rapport;  

- Handling customer inquiries and troubleshooting and customer reviews through metrics like NPS - Net Promoter Score  - via phone, email, chat, or social media. 

Special Awards and Achivements at Real Estate:   

Conceptualization and implementation of training resulting in a 10% increase in sales in first 3 months of implementation; 

Managed time, budgets and expenses effectively, resulting in cost savings for the company; 

Achieved record-breaking sales and revenue growth, exceeding company goals and establishing the company as a market leader in Greater London; 

Developed and implemented effective sales and marketing strategies that resulted in increased market share and customer engagement; 

Secured significant real estate deals and maintenance of solid partnerships with high-profile clients, resulting in a significant increase in revenue; 

Built and led a highly effective sales team, resulting in improved performance, increased productivity, and a positive team culture. 

- Digital Marketing Specialization, Instituto INWEB, 2022. 

- Law Degree, Universidade Gama Filho, 1997-2001.