<aside> ✋🏼 Hello! I'm Rosebeth Beltran, a customer support professional from London. I have over 15 years of experience in customer service and account management across multiple industries. I have successfully managed teams, streamlined operations, and consistently exceeded performance targets.

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📋 By leveraging my extensive experience in customer service management and my proven track record of improving service operations, I can help your company deliver exceptional customer care that not only satisfies but also converts customers into loyal advocates. Here are some actionable steps I can take to get started.

Customer Service Audit - I offer a comprehensive Customer Service Audit designed to evaluate the overall health of your customer service department. My audit will include:

• Health Assessment - I will conduct a thorough review of your customer service processes, identifying strengths and pinpointing areas of opportunity.
• Root Cause Analysis - I will delve into recurring issues and provide a detailed report outlining the root causes of inefficiencies and dissatisfaction.
• Trends Analysis - By examining customer service trends, I will identify emerging patterns in customer behaviour, allowing you to anticipate future needs.
• Help Page & FAQ Checkup - I'll review and optimize your customer care help pages and FAQs to ensure they are user-friendly, up-to-date, and effective in resolving customer queries.

Forecasting and Resource Planning - Effective resource management during peak times is crucial for maintaining high levels of customer satisfaction. I offer tailored forecasting solutions by:

• Analysing Historical Data - I will review your historical data to identify peak periods, such as Black Friday, Christmas, and sales events like Cyber Monday, to better prepare your team.
• Workforce Planning - I will help you develop a staffing plan that ensures you have enough trained personnel to handle increased customer inquiries, thereby improving response times and reducing customer wait times during critical periods.

Customer Care Journey Design For New Companies - For new companies looking to establish a robust customer service foundation, I provide a full suite of services to design and implement your customer care journey:

• Help Page & Customer Care Setup - I'll design and set up your customer care page, ensuring it is intuitive and aligned with your brand’s voice.
• Tool Selection - I will assist in selecting and implementing the best tools and platforms to meet your customer service needs, from CRM systems to live chat solutions.