Generate policy quotes based on the dynamics of the U.S. market via bilingual phone calls and/or emails, aligning offers with the needs of prospects or clients. Resolve prospect or customer nonconformities using a consultative approach. Manage the administrative procedures established by insurers to complete the client's insurance process (payment terms, coverage, deductible, policy inclusions or exclusions). Negotiate policy values with insurers as part of a client retention strategy through effective professional relationships. Input and update data into the HubSpot CRM to improve lead and/or customer response times. Coordinate policy payment instructions with U.S. banks, insurers, and the end customer.

Assist the Australian Headquarters with the enrollment of international students in educational institutions, contributing to an efficient process. Support the Australian headquarters in the processing of student visas, ensuring compliance with Australian government regulations, and providing a seamless experience for applicants. Evaluate and verify documents required for admission and visas, applying standards established by the company. Data entry and update in the CRM to optimize response time for the student enrollment process.

Spearheaded support for the customer service team, ensuring the accurate resolution of non-conformities by strictly adhering to established protocols by Nintendo®, thereby maintaining high-quality service standards. Addressed and resolved customer service representatives' (CSRs) inquiries, providing immediate solutions to maintain optimal levels of customer satisfaction. Collaborated with the team leader in providing feedback to CSRs and enhancing the overall performance of the customer service team.

Provide offline technical support in cases where immediate online resolution is not possible, and later contact the customer via email with the resolution of their non-conformance. Collect additional consumer data via email for the NAVI platform to build complete and accurate customer profiles.

Delivered live technical support for inbound calls from Canada and the U.S., demonstrating proficiency in troubleshooting and problem resolution. Addressed customer inquiries regarding online features, providing clear and concise information to enhance the user experience. Assisted customers in configuring their Nintendo Account services, ensuring seamless integration and optimal functionality. Identified and escalated instances of customer non-compliance to Second Level Support (USA), ensuring swift resolution and adherence to quality standards.

Conducted comprehensive commercial audits for corporate clients, assessing existing strategies, processes, and performance metrics. Worked closely with a senior consultant to analyze market dynamics, competitive landscapes, and industry trends to inform the development of customized B2B sales strategies.