Luiza Helena Souza Capilla
Zürich,ZH
Summary
Driven business psychology student with two years' experience in administration and 5 months' experience in market research and project management. A motivated learner with very good communication and multitasking skills.
Overview
5
5
years of professional experience
Work History
Specialist SOS First Level
Zurich Insurance Group
03.2023 - Current
- Management of up to 90 phone calls per day and e-mails from customers who are in emergency situations in Switzerland.
- Organization of road assistance, car hire, hotels and much more for customers in Switzerland who find themselves in emergency situations
- Management of customer insurance policies
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution
- Interpreted clients' needs and introduced services to fit specific requirements
- Collaborated with cross-functional teams to achieve project goals on time and within budget
Project in Customer Management
Zurich Insurance Group
03.2024 - 08.2024
- Analysis of TNPS data and customer reviews from all insurance touchpoints
- Development and analysis of customer needs questionnaires
- Communication between departments
- Integration of new online System
- Conducted thorough research on customer issues for timely resolutions and minimized callbacks
Administrative Clerk SOS Assistance
Zurich Insurance Group
07.2022 - 03.2023
- Management of up to 80 calls per day from customers of Zurich insurance company who find themselves in medical emergencies or in automobile emergencies
- Organization of emergency response measures
- Increased customer satisfaction with prompt and courteous service while addressing inquiries and concerns
- Reviewed files, records and other documents to obtain information to respond to requests
Patissier
Confisserie Bachmann AG
11.2019 - 06.2021
Education
Bachelor of Science - Business Psychology
Hochschule Luzern
Luzern 04.2001 -
Matura - Health And Social
Berufsmaturitätsschule Winterthur
Winterthur 04.2001 -
EFZ Köchin - Gastronomy
Allgemeine Berufsbildung Zürich
Zürich 04.2001 -
Skills
Filing systems
Daily Reporting
Clerical Support
Documentation and Recordkeeping
Verbal and written communication
Customer follow-up
Database Administration
Billing and Invoicing
Maintaining confidentiality
Organization
Stress Management
IBM SPSS
Microsoft Excel
Microsoft Word
Microsoft Power BI
Languages
English
Bilingual or Proficient (C2)
German
Advanced (C1)
Portuguese
Bilingual or Proficient (C2)
Italian
Upper intermediate (B2)
French
Elementary (A2)
Interests
Climbing
Hiking
Dancing
Reference
Yannick Klees
tel.: 0787250520
email: yannick.klees@zurich.ch
Timeline
Project in Customer Management
Zurich Insurance Group
03.2024 - 08.2024
Specialist SOS First Level
Zurich Insurance Group
03.2023 - Current
Administrative Clerk SOS Assistance
Zurich Insurance Group
07.2022 - 03.2023
Patissier
Confisserie Bachmann AG
11.2019 - 06.2021
Bachelor of Science - Business Psychology
Hochschule Luzern
04.2001 -
Matura - Health And Social
Berufsmaturitätsschule Winterthur
04.2001 -
EFZ Köchin - Gastronomy
Allgemeine Berufsbildung Zürich
04.2001 -
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