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Customer Service Agent at ICS 24-7 Intouch Guatemala
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Competencies
Expertise in handling calls, chats, and emails, delivering exceptional support and solutions to diverse clients.
Skilled in managing large portfolios, conducting reconciliations, and resolving payment issues to sustain client satisfaction.
Experienced in drafting, reviewing, and managing contractual agreements with legal and client stakeholders.
Proficient in analyzing delivery and invoice data to identify discrepancies and ensure accuracy in reporting.
Specialized in translating legal documents and ensuring compliance with legal standards in translation processes.
Education
Languages
Summary
Dedicated professional with extensive experience in customer support, account management, and contract negotiation. Proven ability to enhance client satisfaction and streamline operations across diverse industries.
Key Achievements
- Provided high-quality customer service to international clients like Rue 21, Instacart, and Walmart, ensuring customer satisfaction.
- Promoted to Supervisor at ODP Business Solutions, demonstrating leadership and effective client issue resolution.
- Managed a portfolio of over 300 accounts at Capgemini, conducting reconciliations and monitoring payment issues to maintain client relationships.
- Analyzed delivery data and corrected invoice errors for the U.S. Army Aviation Department at Phillips 66, ensuring invoice accuracy.
- Drafted and negotiated contracts for Microsoft LATAM, managing legal validation and client signatures efficiently.
Experience
Customer Service Agent
Provided customer service for international companies such as Rue 21, Instacart, and Walmart.. Handled calls, chats, and emails from employees and customers, ensuring high-quality service.. Experienced in administrative tasks and payment processing.
Customer Service Agent
Provided quick and effective solutions to issues related to distribution, quantities, and financial balances.. Served exclusive clients with purchases over $3,000.. Promoted to Supervisor and Quality Analyst, overseeing a team of more than 30 agents.
Collections Analyst
Managed a portfolio of more than 300 accounts, conducting monthly reconciliations.. Prepared reports to calculate outstanding debts and monitored accounts with payment issues.. Maintained close client relationships through regular sessions to resolve account-related problems.
Resolutions and Disputes Analyst
Analyzed gasoline delivery quantities using terminal reports and manually created invoices for the U.S. Army Aviation Department.. Corrected invoice errors based on client feedback during weekly sessions.
Commercial Executive and Contract Analyst
Client communication, negotiations, product selection, drafting contracts based on Microsoft’s legal clauses.. Validation and managing signatures from both internal legal departments and clients.. Handled post-contract resolutions, such as product issues or system errors in clause execution.