Carlo Gonzalez Hernandez
CDMX
Summary
A quick learner with 5 years of experience in bilingual call centers in different roles and responsibilities which I was able to successfully accomplish Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
2025
2025
years of professional experience
1
1
year of post-secondary education
2
2
Languages
Work History
Customer Service Agent
CCSI ACIMA
01.2024 - Current
- As a customer service agent in acima which is a lease to own company
- My role is explaining the customers how acima works, explained the lease agreement that they have and how to complete any of the two early purchases option we offer or the time of the leasing contract
Customer Service Representative
Telvista Aeromexico USA
1 2018 - 1 2020
- Take inbound calls from Aeromexico customers to resolved general questions, created new reservations and sale additionals on existing reservations
Customer Service Representative and Supline
Telvista Aeromexico USA and Aeromexico Supline English
01.2023 - 01.2024
- As a customer service representative my role was taking calls from Aeromexico customers to resolved general questions, created new reservations and sale additionals on existing reservations
- As supline my role was resolve more complex scenarios of customer such as emotional support pets, unaccompanied minors or transportation of specific items such as hunting sports equipment, as well helped customer service agent with question or difficult process and if necessary taking supervisor calls
Customer Service Representative and Resources
Teleperformance Kohl´s, JP Morgan Chase and AT&T
01.2021 - 01.2023
- As a customer service agent my role was helped customers with general questions, helped to made replacements and returns, place online orders and helped customer with their Kohls credit cards (making payments, check statements and report cards as stolen or lost)
- As resources my role was helped other agents with questions and to made process and taking supervisor calls
- As a JP Morgan Chase Claims agent my role was to field claims for Chase customer for unknow transactions and provide thew customer with provisional credit so this unknow transactions do not affected them
- As a broadband loyalty agent my role was of soft retention and customer service, Helped the customer to reported outage, try to resolve issues so the customer do not cancel the service with at&t and if possible, try to sale the upgrade to Fiber optic
Customer Service Representative
4NDM Young Living Member Services
01.2020 - 01.2021
- Take inbound calls from Young Living customers to answered general questions, made replacements of damage merchandise, process returns and helped customer to complete online purchase
Education
High school diploma - human resources
Colegio de Bachilleres
01.2018 - 01.2019
Skills
Adaptability
Critical Thinking
Responsible
Teamwork
Time management
Intercultural Communication
Empathy
Creativity
Persistent
MS Excel
Sabre
MS Word
MS Power Point
Information Verification
Complaint Handling
Timeline
Customer Service Agent
CCSI ACIMA
01.2024 - Current
Customer Service Representative and Supline
Telvista Aeromexico USA and Aeromexico Supline English
01.2023 - 01.2024
Customer Service Representative and Resources
Teleperformance Kohl´s, JP Morgan Chase and AT&T
01.2021 - 01.2023
Customer Service Representative
4NDM Young Living Member Services
01.2020 - 01.2021
High school diploma - human resources
Colegio de Bachilleres
01.2018 - 01.2019
Customer Service Representative
Telvista Aeromexico USA
1 2018 - 1 2020
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