Summary
Overview
Work History
Skills
Timeline
Generic

Ana Pazos

San Francisco De Campeche

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.

Overview

5
5
years of professional experience
2
2
Languages

Work History

Customer Service Representative

CxResults.
11.2023 - Current
  • Consistently maintained a professional demeanor under pressure during high-call volume periods or challenging customer interactions.
  • Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
  • Developed strong relationships with clients by offering personalized assistance tailored to their individual needs and preferences.
  • Utilized advanced knowledge of products and services to provide accurate information to customers while upselling when appropriate.
  • Assisted in the development of training materials for new hires, promoting a culture of continuous learning within the team.
  • Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
  • Proactively identified areas for improvement in processes or procedures, implementing changes that led to enhanced service delivery.
  • Streamlined communication for non-English speaking customers, providing accurate translations of company policies and product information.
  • Provided exceptional support to customers experiencing technical difficulties by troubleshooting issues and liaising with IT departments as needed.
  • Ensured confidentiality of sensitive customer information by adhering strictly to data protection regulations during all interactions.
  • Identified and responded to customer requests and concerns through email, online chat, and phone for both English and Spanish-speaking customers.

Customer Service Representative

SureCall Contact Centers
12.2022 - 10.2023
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

Sales Representative

Teleperformance Mexico
03.2019 - 11.2022
  • Achieved top performer status consistently through dedication to meeting goals and exceeding expectations.
  • Forged strong partnerships with industry influencers to elevate brand reputation within the market.
  • Generated additional sales opportunities with upselling and cross-selling techniques.
  • Boosted internal collaboration within the sales team by sharing best practices and offering mentorship when needed.
  • Negotiated contracts to secure long-term business relationships and favorable pricing for clients.
  • Expanded customer base through cold calling, networking, and relationship building.
  • Utilized CRM software to manage client information, track leads, and monitor sales progress efficiently.
  • Consistently met or exceeded quotas by implementing strategic sales plans and effective time management.
  • Increased sales revenue by identifying and targeting high-potential accounts.
  • Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.

Skills

undefined

Timeline

Customer Service Representative

CxResults.
11.2023 - Current

Customer Service Representative

SureCall Contact Centers
12.2022 - 10.2023

Sales Representative

Teleperformance Mexico
03.2019 - 11.2022

Similar Profiles

CREATE PROFILE
Ana Pazos