Maza<\/a>.<\/em><\/p>\nPlease tell us a little bit about your company and what you do there.<\/strong>
\nAt Maza, we’re building a financial future for Latino immigrants in the US. As a Sr. Member Experience Manager, I lead our team of support specialists. I also work closely with other teams like product development and engineering to make sure our features are user-friendly and address the specific needs of our community.<\/p>\nWhat word or phrase in customer service jargon should be retired?<\/strong>
\nIn our industry, there’s a focus on metrics and efficiency, which can sometimes lead to impersonal language. One phrase I’d like to see retired is \u201cescalate an issue.\u201d We’re trying to implement new ways of saying this, such as \u201clet me connect you with a specialist,\u201d as it emphasizes our commitment to personalized service and finding the right solution for each member.<\/p>\n“In customer service, clear communication is king! \u2026 or queen!?”<\/p><\/blockquote>\n
Which celebrity would be really great at your job, and why?<\/strong>
\nDefinitely Lin-Manuel Miranda! His creativity and passion for storytelling would be amazing for crafting engaging financial education tools for our members.<\/p>\nWhat\u2019s the most valuable thing that working in customer service has taught you?<\/strong>
\nIn customer service, clear communication is king! \u2026 or queen!? You learn how to take complex situations and explain them in a way that’s easy to understand. That skill has come in super handy at Maza, especially when we’re designing features and services for our members. It’s all about making sure everything is crystal clear and user-friendly.<\/p>\nDescribe the essence of great customer service using only three words.<\/strong>
\nEmpathetic. Clear. Empowering.<\/p>\nWhich movie robot would you choose as your AI sidekick and why?<\/strong>
\nI would say C-3PO from Star Wars! C-3PO is a protocol droid, well-versed in etiquette and fluent in over six million forms of communication. In a member experience role, C-3PO would be a master of clear communication, ensuring our members from diverse backgrounds feel welcome and understood.<\/p>\nWhat’s the most embarrassing thing you’ve ever said\/done to a customer?<\/strong>
\nWorking from home can be a juggling act! One day, I was wrapping up a call with a member and saying my goodbyes. Let’s just say my then-fianc\u00e9 (now husband!) must have been making a grand exit because an accidental \u201clove you!\u201d slipped out. An awkward silence followed, then thankfully, laughter! The member was a good sport, and it became a funny reminder to always mute the mic during those quick side conversations.<\/p>\nDo you identify more with the title \u201ccustomer support,\u201d customer service,\u201d \u201ccustomer success,\u201d or \u201ccustomer experience,\u201d and why?<\/strong>
\nWhile all those titles play a role in a happy customer, I most identify with \u201ccustomer experience.\u201d Customer support is fantastic for immediate issue resolution, and customer service focuses on those interactions. However, customer experience takes the bigger view. It’s about designing features, providing clear communication, and ensuring every touchpoint with Maza is positive and empowering for our members. It’s the full journey, from the moment they discover Maza to achieving their financial goals.<\/p>\n“Customer service can be an emotional rollercoaster!”<\/p><\/blockquote>\n
What’s the best thing a customer has ever said to you?<\/strong>
\n“Maza is the best thing that has happened to me!”<\/p>\nWhat gif best describes your mental state right now?<\/strong><\/p>\n