Lara Porto

• Handled inbound and outbound retention calls from families and students considering cancellation, using an empathy-first, solution-focused approach to reduce churn and retain recurring revenue. • Maintained, updated, and validated customer account records in VTWA CRM, to ensure data accuracy and integrity. • Monitored accounts for errors or inconsistencies, escalating discrepancies to the appropriate teams to ensure timely resolution and data compliance. • Documented all customer interactions, follow-ups, and case details in Zendesk, ensuring service continuity and clear cross-functional communication. • Leveraged Nerdy AI to enhance report documentation, streamline record-keeping processes, and maintain well-organized and compliant customer records. • Provided basic technical troubleshooting, including password resets and audio/video issues, ensuring smooth tutoring sessions for clients. • Consistently worked toward key performance metrics, including 7-Day Session Rate, 24-Hour Repeat Inbound Contacts, and Lost MMR (Monthly Recurring Revenue). • Achieved strong performance during the contract period and qualified for KPI-based bonuses, supported by positive feedback and solid professional references.

• Delivered high-volume business support via phone and email while consistently exceeding KPIs, maintaining an average of 8+ customer interactions per hour. • Managed inbound and outbound communications using Mitel and Ignite phone systems to ensure timely and effective resolution of customer issues. • Managed, inserted, and updated customer master data across SAP, SAP CRM, FIORI, Jira, and SharePoint, ensuring data accuracy, consistency, and system integrity. • Represented major eyewear and optical brands including Sunglass Hut, OPSM, Ray-Ban, Oakley, Eye Q, and L&P in New Zealand and Australia, managing inquiries related to orders, warranties, product information, and service feedback. • Performed customer data validation, cleansing, and corrections, identifying discrepancies and coordinating with cross-functional teams for timely resolution. • Contributed to the Eye Q Privacy Project by reviewing, updating, and standardizing customer records to ensure compliance with privacy regulations and internal data governance policies. • Executed fraud control checks and data validation processes using Excel and internal systems to safeguard sensitive customer information and ensure regulatory compliance. • Opened and managed escalation tickets for the eCommerce team and team leaders, supporting swift resolution of complex or high-priority cases. • Acted as a liaison with courier services (DHL, FedEx, Australia Post, Team Global Express) to investigate parcel delivery issues and lost items on behalf of customers. • Provided Level 2 technical support for Ray-Ban Meta smart glasses, handling troubleshooting calls as part of the dedicated Ray-Ban Meta team. • Maintained detailed and accurate customer case records, contributing to seamless handovers and excellent service continuity within the team.

• Operated with administrative credentials and high autonomy across CRM and business systems, managing user access, permissions, and account configurations. • Created, updated, and deactivated customer and user accounts across Bread Board System, Business Central, SharePoint, Ordermentum, Marketboomer, and FooByUS platforms. • Performed end-to-end data migration of customer accounts and order records between FooByUS, Business Central, SharePoint, Ordermentum, Marketboomer, and Bread Board Systems, ensuring data accuracy and system alignment. • Executed high-volume data entry, data corrections, and master data updates while maintaining system integrity and compliance standards. • Reviewed and verified documents for accuracy, completeness, and regulatory compliance prior to system entry and approval. • Maintained structured physical and digital records, ensuring SharePoint repositories were organized, up to date, and easily retrievable. • Digitized physical documents and migrated them to cloud-based systems, improving cross-departmental accessibility and operational efficiency. • Controlled document distribution, version updates, and revision tracking to maintain accurate and compliant records. • Supported internal audits and compliance reviews by providing accurate documentation, reporting, and system records. • Delivered system and process training sessions, guiding users on platform navigation, data entry standards, and operational procedures.

• Interacted with clients in a professional and friendly manner. • Provided attentive service by serving drinks and ensuring customer satisfaction. • Maintained a clean and organized environment by collecting glasses and garbage. • Supported operational efficiency by providing work materials and assisting the cashier. • Enhanced customer experience by purchasing drinks for customers and offering additional services. • Participated in community events by engaging with children at shopping mall activations, promoting brand awareness and fostering positive relationships.

• Successfully promoted brands through engaging interactions and effective communication. • Engaged customers by providing excellent customer service and building positive relationships. • Guided customers through the product selection process, offering expert advice and recommendations. • Assisted with sales by addressing customer inquiries and closing deals. • Enhanced brand experience by hosting engaging drinks tastings. • Contributed to successful corporate events by providing support and assistance.

• Reviewed, validated, and assessed contractor compliance documentation, licenses, and certifications to ensure regulatory adherence and operational eligibility. • Liaised directly with relevant government authorities to verify registrations, legal standing, and compliance status, ensuring alignment with regulatory frameworks. • Managed controlled documents under established document control procedures, overseeing approvals, version control, updates, and secure distribution. • Maintained, updated, and audited CRM records (Sassi CRM and Zendesk), ensuring data accuracy, integrity, and proper workflow tracking. • Generated compliance, audit, and productivity reports to support WHS management, risk mitigation, and informed operational decision-making. • Monitored compliance deadlines and expiry dates, proactively coordinating renewals to prevent regulatory breaches and operational disruptions.

• Efficiently handled inbound calls using the Genesys system, providing prompt and accurate assistance. • Resolved customer inquiries and complaints effectively, ensuring customer satisfaction. Managed customer information within the Salesforce system, maintaining accurate and up-to-date records. • Logged and escalated issues as needed, ensuring timely resolution and follow-up. Actively participated in daily meetings with managers via Teams, contributing to team discussions and decision-making. • Reported equipment issues promptly to maintain operational efficiency and minimize downtime.

• Successfully promoted brands through engaging interactions and effective communication. • Engaged customers by providing excellent customer service and building positive relationships. • Guided customers through the product selection process, offering expert advice and recommendations. • Assisted with sales by addressing customer inquiries and closing deals. • Enhanced brand experience by hosting engaging drinks tastings. • Contributed to successful corporate events by providing support and assistance.

Marketing and Engagement: • Successfully promoted brands through effective communication and engagement strategies. • Engaged customers by providing excellent customer service and building positive relationships. Customer Support and Sales: • Guided customers through the purchasing process, offering expert advice and recommendations. • Assisted with sales by addressing customer inquiries and closing deals. Event Operations: • Prepared food to ensure a high-quality dining experience. • Managed photo booth operations to create memorable experiences for customers. • Distributed gifts to enhance customer satisfaction and loyalty.

• Efficiently managed e-bike rentals and returns, ensuring a seamless customer experience. • Thoroughly reviewed customer contracts and agreements to ensure compliance and accuracy. • Effectively managed communication through Microsoft Office, responding to calls and emails promptly. • Maintained organized customer databases using the FileMaker system, facilitating efficient management and retrieval of information. • Accurately controlled product inventory to ensure availability and prevent stockouts. • Organized company files and archives for easy access and reference. • Successfully published ads on social networks to increase brand visibility and attract new customers. • Developed and executed effective promotional campaigns to drive sales and generate interest. • Proactively reviewed customer accounts to identify outstanding invoices past their due date, minimizing financial losses. • Handled customer reconciliation with care, using personalized follow-up letters or emails to avoid damaging customer relationships.