Nicolas - Export Operations Assistant & Live Interpreter

Hello, my name is Nicholas Goyer. I am an English teacher, translator, interpreter, and customer service professional with experience in education, international communication, and business. Throughout my career, I've worked with people in diverse backgrounds, developing strong communication, problem-solving, and organizational skills. I am proactive, adaptable, and always eager to learn and take new challenges. I am excited for the opportunity to contribute my experience and continue growing as part of your team.

The strategies that I apply for an effective communication with the customer are active listening, empathy, clear explanation, transparency, expectation management, follow-through, and of course, the customer retention. Okay? I believe that effective communication starts with active listening. My approach is to first let the customer explain the issue without interrupting. Then ask for a clarification. I make questions to make sure I fully understand the problem. I also avoid technical jargon whenever possible. Explain the next step clearly and easy as possible to keep the customer updated throughout the process so they know what to expect. For example, while working customer loyalty at Geeks on Site, I spoke with customers who were very frustrated because they had been paying for a service they haven't used, right? Instead of immediately offering a solution, I first listened to the concern and acknowledged their frustration. After reviewing their account, I explained what was the issue and of course, offered a solution without making any excuses, okay? Not only that, but I was able to offer a discount, offer complementary services throughout the conversation. Make sure that I understood what was going on and what he could expect from our services as a benefit, right? By the end of the information, by the end of dealing with different customers, they always accept their solution, right? And they decide to remain with the company.

As a discipline coordinator in St. Francis, that's a private school, I often work closely with teachers, the school psychologist, administrators, and parents to resolve issues about affecting students. One situation involved a student whose behavior had become disruptive in multiple classes. Several teachers were frustrated because the behavior was affecting another learning environment, while the parents felt they weren't receiving consistent information and not only that, letters about how his kid is behaving. My role was to coordinate communications between everyone involved and ensure we had a consistent plan. I met the teachers to gather specific examples, worked with the psychologist to understand the student's needs, and organized the meeting with the parents to discuss the situation. Together, we created a behavior improvement plan with the expectations of regular follow-ups and responsibilities for both the school and the family. As a result, the student's behavior improved significantly. Over the following weeks, classroom disruption decreased a lot and communications between the parents and the school became much more positive. This experience taught me that solving problems as a team requires active listening, clear communication, and of course, making sure everyone is working towards the same goal.

Well, to answer the question that you're asking, well, I was working in customer loyalty at Geekson site. I handled a case involving a very upset customer who wanted to file a complaint because he felt he wasn't receiving the service he had promised. The issue was caused by miscommunication within our team. He was supposed to receive a follow-up call regarding his monthly maintenance plan, but no one contacted him for nearly three months. As a result, he felt he was paying for a service he did not receive. He wasn't using it. My first priority was to let him explain his concerns without interrupting him and acknowledge his frustration. Once I understood the situation, I apologized for the poor experience and explained to him that I would personally help him find a solution. To rebuild his trust with us, I offered him a 25% discount on his service as a compensation for the inconveniences. Along with that, I offered a three-month complimentary antivirus protection, which was one of the benefits we provided to our loyal customers. By the end of the conversation, the customer had calmed down, accepted the resolutions, and not only that, he decided to continue using our services instead of canceling. That experience taught me that active listening, empathy, and taking ownership and offering a fair solution are often the key to turning a negative customer experience into a positive one.

Hi, my name is Nicholas Cuellar, and to answer the question that you're asking, what was the solution that I gave to a customer? Well, one time I received a call from a very upset client, and he wanted to complain about our services because he didn't get the treatment that he wanted. First of all, I tried to calm him down, which I did.

Hi, my name is Nicolás Cuellar, and to answer your question, describing a time that I successfully resolved a customer complaint, and what steps did I take, and what was my outcome? Well, first of all, I received a call from a customer that was very upset with our services because while I was working in a computer tech service, the customer did not receive the treatment and, of course, the service that we promised. So, first of all, I tried to get to the problem, find out what was the main issue that the customer was having. Unfortunately, it was very hard for me to get that information because the customer was very upset. I stopped and I tried to calm him down, and I told him that I'm here to give him a solution, not to give him a problem. The customer started breathing heavily and then he started to calm down. After that, I needed to gather his information and I needed to see. While I made him wait for about 30 seconds, I managed to open my CRM and find out what was the issue and the information that other employees left. They showed me that the issue was a system reboot. When that was the case, we asked the customer to do a reboot to his computer. Although he was still upset, he managed to follow my instructions. I did it very calmly, in a very nice way. My voice for the customers is more trustworthy for them and they