Maria Mercedes Pulido Faber
York,England
Summary
Experienced customer service and sales professional with over 14 years of proven success in building strong client relationships, exceeding performance targets, and managing complex processes. Highly skilled in order management, complaint resolution, and CRM tools, with multilingual proficiency in Portuguese, Spanish, and English. Known for exceptional attention to detail, critical thinking, and a results-oriented approach to delivering outstanding customer satisfaction.
Overview
14
14
years of professional experience
Work History
Account Specialist for EMEA and Spain
Entrust
London, England
01.2022 - 01.2025
- Manage all orders from placement to closure, ensuring compliance with procedures and conditions for each segment.
- Proactively develop relationships with customers, maintaining high levels of satisfaction.
- Accurately process orders, including pricing, availability, documentation, delivery, and invoice queries.
- Resolve customer issues, including price disputes, freight costs, and delivery problems.
- Validate and process RMAs globally, ensuring warranty and service-contract coverage for products.
- Manage software license/contract renewals and coordinate technician dispatch services.
Spanish & English Customer Support Agent - Product & Technical
Bumble
London, England
11.2021 - 04.2022
- Delivered friendly, accurate, and efficient customer and technical support via email, consistently exceeding performance goals by 30%.
- Documented customer feedback to drive product improvements and troubleshoot member concerns.
- Supported the Community Operations Manager with ad hoc tasks, showcasing exceptional attention to detail.
- Promoted to handling junior manager-level tasks by the third month.
- Worked on multiple platforms to handle customer inquiries effectively.
- Consistently achieved service rating targets, managing customer enquiries with personalized care and attention.
Spanish, Portuguese & English Customer Service Specialist
Transfast UK
London, England
02.2021 - 11.2021
- Managed store operations, including opening, closing, till reconciliation, and reporting.
- Provided phone and email support for the Spain, Portugal, and South America markets.
- Verified documentation for new client onboarding and transaction approvals.
- Collaborated with Latin American partners to resolve money transfer issues.
Sales Executive
AnyVan Transport Company
London, England
01.2020 - 03.2020
- Contacted potential clients to complete transport requests and provide competitive pricing.
- Achieved daily sales targets of £300 and exceeded monthly goals
- Verified customer documentation and ensured smooth service delivery.
- Drove high-level B2B sales meetings to secure large scale contracts, enhancing market presence significantly.
Sales & Customer Service Support Supervisor
Koibox S.L.
Valencia, Spain
08.2017 - 04.2018
- Developed protocols for follow-up calls, resulting in a 100% increase in monthly target achievement rates.
- Provided sales and customer support for Spain, Portugal, and South America markets.
- Led recruitment, selection, and onboarding of new staff members.
- Conducted market analysis and spearheaded expansion initiatives into South America.
- Tracked employee performance, assessed daily output and implemented corrective actions to close gaps.
Customer Service Advisor & Marketing Volunteer
Corporación Dermoestética
Valencia, Spain
01.2011 - 05.2015
- Scheduled over 500 patient appointments monthly, exceeding targets by 150%.
- Managed social media platforms and conducted consumer surveys to improve engagement.
- Supported the complaints department and volunteered for marketing tasks, including competition analysis and creating presentations for monthly meetings.
Education
Higher National Diploma - International Trade
Institute Pax
Skills
- CRM tools
- Oracle
- Jira
- Confluence
- Salesforce
- Microsoft CRM
- Zendesk
- Interpersonal skills
- Communication skills
- Order management
- Customer complaint resolution
- Data analysis
- Process improvement
- Team collaboration
- Self-motivation
- Excel proficiency
- Attention to Detail
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Accomplishments
- Consistently ranked as the top customer service agent for several months, exceeding targets by 30%.
- Successfully implemented new customer follow-up protocols, resulting in a 100% increase in monthly target achievement rates.
- Managed a portfolio of high-value clients, maintaining satisfaction rates above 95%.
Timeline
Account Specialist for EMEA and Spain
Entrust
01.2022 - 01.2025
Spanish & English Customer Support Agent - Product & Technical
Bumble
11.2021 - 04.2022
Spanish, Portuguese & English Customer Service Specialist
Transfast UK
02.2021 - 11.2021
Sales Executive
AnyVan Transport Company
01.2020 - 03.2020
Sales & Customer Service Support Supervisor
Koibox S.L.
08.2017 - 04.2018
Customer Service Advisor & Marketing Volunteer
Corporación Dermoestética
01.2011 - 05.2015
Higher National Diploma - International Trade
Institute Pax
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