Summary
Work History
Education
Skills
Personal Information
Languages
References
Timeline
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Abigail Nava Villanueva

Abigail Nava Villanueva

Ciudad Juárez

Summary

Highly motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Work History

Customer Service Representative

Clinica Medica Internacional
Ciudad Juárez
02.2020 - 11.2020
  • At this medical clinic, I was responsible for scheduling appointments for medical exams and COVID tests for prospective residents
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • I received calls from them, gathered their personal information, and scheduled their appointments
  • A confirmation email was sent to them with the appointment details
  • To ensure they arrived safely and on time, I followed up with them one week, three days, and one day before their appointment, and also offered transportation services
  • Additionally, I extended appointments for COVID-19 testing and sent a report with the patient's medical history and information to my manager, so it would be ready on the day of their appointment.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

Administrative Assistant

Conduent/EY
Ciudad Juárez
08.2016 - 09.2017
  • As part of my job, I was responsible for organizing classes for the company EY
  • This involved canceling, rescheduling, or creating classes so that the attending auditors could improve their skills and knowledge in their field
  • It was crucial for me to stay on top of my schedule and keep up with all my tasks since everyone depended on it
  • Additionally, I had to report my progress to my superiors every week through a video conference, providing them with a detailed summary of my work for the week.
  • Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
  • Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
  • Collaborated on special projects as assigned by leadership, contributing research findings or coordinating event logistics as needed for success.

Customer Service Representative

Acs: Boost mobile/Affinion
Ciudad Juárez
06.2011 - 01.2015
  • As a customer service representative for Boost Mobile, I assisted customers with plan changes, technical issues and answered questions regarding their phone devices.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • As a customer service representative with Affinion Insurance, empathy is paramount, especially when dealing with cases of loss of limbs or even loss of a loved one.
  • Customers can call to file a claim, change plans, or cancel, and it is important to handle each situation with care and professionalism.
  • If a customer wants to cancel, you should try to change their mind and if that fails, proceed with their request.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.

Education

Highschool - Business administration

CETCJ
Juarez, Chihuahua
02.2012

Skills

  • Telephone Etiquette
  • Positive Attitude
  • Salesforce CRM
  • High-volume call environments
  • Natural Script Reading
  • Cold-calling
  • Computer Skills
  • Clear Communication
  • Empathy and patience
  • Teamwork and Collaboration

Personal Information

  • Date of Birth: 10/01/94
  • Nationality: Mexican
  • Marital Status: single

Languages

Spanish
First Language
English
Advanced (C1)
C1

References

References available upon request.

Timeline

Customer Service Representative

Clinica Medica Internacional
02.2020 - 11.2020

Administrative Assistant

Conduent/EY
08.2016 - 09.2017

Customer Service Representative

Acs: Boost mobile/Affinion
06.2011 - 01.2015

Highschool - Business administration

CETCJ

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Abigail Nava Villanueva