ANA ANDREA CABALLERO DIAZ
Customer Service Representative
La Paz
Summary
Dynamic Customer Service Representative with a proven track record at Results Cx, excelling in problem-solving and active listening. Enhanced customer loyalty through empathetic conflict resolution and effective call management. Developed strong product knowledge, leading to improved customer satisfaction and retention. Recognized for boosting team morale and fostering positive relationships.
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
Results Cx
08.2022 - Current
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Service Representative
Teleperformance
04.2020 - 06.2022
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Monitored industry trends, staying informed about new developments in retail pricing strategies and technologies.
- Boosted retail sales by creating engaging visual merchandising displays showcasing featured products or limited-edition collections.
- Collaborated with suppliers to negotiate favorable pricing, enabling competitive retail offerings without sacrificing quality.
- Resolved customer problems and complaints.
- Responded to inquiries from callers seeking information.
- Confirmed appointments, communicated with clients, and updated client records.
- Managed multiple tasks and met time-sensitive deadlines.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed a high volume of inbound calls, multitasking effectively to address diverse customer needs simultaneously.
- Maintained up-to-date knowledge of industry trends and product offerings to better serve customers.
- Explained online self-help options to customers to promote additional and after-hours support choices.
- Ensured accurate record-keeping by diligently documenting all interactions within internal CRM platforms.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Education
Licenciatura - Criminology
Universidad Autonoma De Baja California Sur
La Paz 05.2001 -
Skills
Problem-solving
Active listening
Product knowledge
Call management
Adaptability and flexibility
Critical thinking
Task prioritization
Customer relationship management (CRM)
Report generation
Technical analysis
Timeline
Customer Service Representative
Results Cx
08.2022 - Current
Customer Service Representative
Teleperformance
04.2020 - 06.2022
Licenciatura - Criminology
Universidad Autonoma De Baja California Sur
05.2001 -
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