Anai Ponce Hernandez
Customer Service Representative
Leon
Summary
Dynamic sales associate with a proven track record at Teleperformance, excelling in customer needs assessment and problem-solving. Enhanced customer satisfaction through effective communication and relationship-building, driving significant revenue growth. Skilled in product sales and conflict resolution, committed to delivering exceptional customr service.
Overview
10
10
years of professional experience
1
1
Language
Work History
Sales Associate
Teleperformance
01.2024 - Current
- Built relationships with customers to encourage repeat business.
- Solved customer challenges by offering relevant products and services.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
Customer Advocate
Draftkings
11.2023 - 01.2024
- Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
- Researched and resolved account and service problems with friendly, knowledgeable support.
- Consistently meeting first-call or email resolution metrics.
- Listened to customers in actively to assess issues and provide accurate information.
- Educated customers about billing, payment processing and support policies and procedures.
Case Manager
TTEC
07.2017 - 10.2022
- Enhanced customer satisfaction by addressing and resolving complaints promptly and professionally.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Provided timely assistance to customers via phone and email ensuring a high level of professionalism at all times.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Excellent communication skills, both verbal and written.
Collection Manager
Corporativo Muñoz Y Associados
05.2015 - 05.2017
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Counseled debtors on payment options and arranged installment agreements.
- Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
- Maintained high volume of calls and met demands of busy and productive group.
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
Education
Hich School Certirficate - Social Sciences
Bachillerato SABES
Leon, Guanajuato Mexico 05.2001 -
Skills
Product and Service sales
Customer needs assessment
Listening skills
Problem-solving skills
Client service
Excellent people skills
Reliable and punctual
Exceptional customer service
Cold calling
Verbal and written communication
Timeline
Sales Associate
Teleperformance
01.2024 - Current
Customer Advocate
Draftkings
11.2023 - 01.2024
Case Manager
TTEC
07.2017 - 10.2022
Collection Manager
Corporativo Muñoz Y Associados
05.2015 - 05.2017
Hich School Certirficate - Social Sciences
Bachillerato SABES
05.2001 -
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