Mara Vicente, VP of Customer Solutions at Pipedrive, is a customer service expert who believes in the importance of resilience and adaptability in her role. She has over 20 years of experience in customer service and has learned that being resilient is key to thriving in this job. Mara values teamwork and collaboration, which is reflected in Pipedrive's core company value of "team first." She enjoys doodling notes during video calls to stay focused and organized. Mara's greatest productivity hack is prioritizing tasks that can impact others and their ability to make an impact. She has had positive experiences with customers who have been impressed by her team's efforts, including one customer who was inspired to build a support team mirroring Pipedrive's approach. On the other hand, she has also had negative experiences with customers who have received poor service. Mara is passionate about representing her customers' needs and pain points, and she believes that customer service professionals are often misunderstood as being too passive or complacent. She wishes more people knew how fiercely customer service professionals advocate for their customers and how important it is to be assertive and share feedback. Throughout the conversation, Mara shares her insights on various topics, including productivity, leadership, and customer experience, offering a unique perspective from the customer solutions team at Pipedrive.