Angel Borquez
Software Engineering Student
Hermosillo
Summary
My name is Angel, I am 22 years old, and I am from Hermosillo, Sonora, Mexico. I have 3 years of experience in customer service, where I have excelled in high-pressure environments and demonstrated a strong commitment to teamwork. I am dedicated to consistently achieving my goals and I like maintaining a systematic approach to my work. Additionally, I actively engage in self-assessment to identify areas of personal growth and development.
Overview
2
2
years of professional experience
5
5
years of post-secondary education
2
2
Languages
Work History
Floor Support
RUI
07.2024 - 11.2024
- Responsible for monitoring agent metrics on floor, assisting in improving quality assurance (QA), average handling time (AHT), and hold time, while also managing break and lunch schedules to optimize performance and achieve the best results
Collections Agent
RUI
11.2023 - 11.2024
- Took inbound and outbound calls to process and collect payments for internet and cable bills, utilizing effective negotiation skills to resolve disputes and facilitate payment agreements
- Demonstrated the ability to interpret and clarify bills for customers, ensuring transparency in charges and services
- Developed and presented customized payment options to meet customer needs, promoting viable and effective solutions
- - Inbounds and outbounds calls
- - payment collection
- - payment plans
- - customer care
Floor Support
Teleperformance
01.2023 - 11.2023
- Managed and provided support on floor, addressing specific situations and inquiries that my peers were unable to resolve, while also assisting in their skill development and performance improvement
Bilingual Customer Service
Teleperformance
12.2022 - 06.2023
- Experienced in managing inbound calls at a car rental company, providing exceptional customer service and efficiently resolving inquiries
- Specialized in making reservations through insurance and for personal use, while maintaining an empathetic and professional approach to ensure a positive experience in every interaction
- - Inbound calls
- - Insurance rentals
- - retail rentals
- - empathy for any situation
Education
Software Engineering -
University of Sonora
Hermosillo, Sonora, Mexico 05.2021 - 01.2026
Skills
- Strong communication skills
- Effective time management
- Computer and Microsoft office skills
- Flexibility and adaptability
- Effective communication
Timeline
Floor Support
RUI
07.2024 - 11.2024
Collections Agent
RUI
11.2023 - 11.2024
Floor Support
Teleperformance
01.2023 - 11.2023
Bilingual Customer Service
Teleperformance
12.2022 - 06.2023
Software Engineering -
University of Sonora
05.2021 - 01.2026
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