Dedicated professional experienced in customer support, administrative coordination, and problem-solving. Skilled in enhancing customer satisfaction and operational efficiency through effective communication and technical skills.
Skilled in delivering personalized support across phone, chat, and email channels to enhance customer satisfaction.
Experienced in supervising and coordinating administrative tasks and database management.
Proficient in identifying issues and implementing effective solutions to improve operational efficiency.
Proficient in Microsoft Office and Google Workspace for documentation, communication, and data management.
ALORICA CONTACT SERVICES
Personalized customer service, including phone, chat, and email support.. Resolving issues related to purchased services.. Identifying and managing customer needs.. Recording requests in the company database.. Applying a proactive, empathetic, and active listening approach to customers to foster their preference and loyalty.
Universidad Veracruzana
Identifying problems and implementing solutions to ensure productivity.. Supervision and coordination of administrative functions in the company's database.. Document management and preparation of reports and indicators on the activities carried out: reports of absences, payment reports, monitoring of teaching, monitoring of classes.. I worked in collaboration with other departments to achieve results.. Technical support through the school platform, Google chat, and WhatsApp.. Customer service through CRM, WhatsApp Business, and the academic system.
INCOMPLETE DEGREE
CERTIFICATE AND TECHNICAL CAREER
Well, I remember I had some of these processes. We used to have other team members involved in the situations when we as agents, we couldn't even solve the issue totally. So we used to, for example, if the customer didn't, or if the driver, in this case, drivers were my types of customers, if the driver had an issue with, I don't know, with their account, for example, that is one of the examples. The driver used to have an issue with the account, with his account, and then as an agent, I was an agent, I couldn't solve the issue because that was not part of my department. So I used to get help from other team members or a supervisor, even a supervisor, or someone that was above. In this case, that was one of the situations where I had to get a team member's help. And that was a good part of the environment. I mean, we all need help from other departments. So as I said before, I believe...
Well, I used to have a customer service software. Well, that was the company software. It was called Salesforce. That was one of the softwares that I used to use. That was for the software was for analyzing cases and also to save the cases and also to save the notes of the cases. So basically, we used to have different platforms or different softwares, but that was one of the first software I used. So I used to use Salesforce for analyzing or saving notes or saving the cases. And I also used, it was THQ. That was one of the software that was called THQ. That was one of the, it was similar to Salesforce, but that was more for checking the driver's profiles and their information, their, as an example, date of birth or phone numbers or emails or all that information of the drivers. And I also used CRMs or all that. And how did they help me improve customer satisfaction? Well, that was the Salesforce.
Well, I used to work in a bilingual call center before. That was my first job and I used to have the drivers as my types of customers. So I would get issues like location issues. That was a normal issue for me. So I would probably open my Google app, my Google Maps application, and then I had to have the driver on the phone. At the same time, I had to go to my Google Maps application to check the location of the customer and at the same time, the location of the driver. So I would check the streets, the street number, some references, and all that. So basically, that was a common issue and I could resolve it right away. So that was one of the most common issues that I used to get. Also, as I'm checking that I have more time, well, I used to get some issues related to food, as I had in my previous job, I had the drivers as customers, as I said before. So I used to get a lot of issues with the food or with the delivery. Sometimes the customers didn't even have their food. So that was another customer issue that I used to solve.
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