Angel David Lopez Felix
Customer Service Representative
Hermosillo,Sonora
Summary
Proven Customer Service Representative with a track record of enhancing customer satisfaction and loyalty at Teleperformance and Infinity. Skilled in active listening and critical thinking, adept at resolving complex issues, leading to a significant increase in first call resolution rates. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Infinity
Hermosillo,Sonora
03.2022 - 08.2024
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while having to gather information fast and efficiently.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
Customer Service Representative Team Lead
Teleperformance
Hermosillo,Sonora
03.2019 - 09.2021
- Increased first call resolution rates, reducing need for follow-up calls and improving customer satisfaction.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues regarding account information and live orders.
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Collaborated with cross-functional departments to resolve complex customer issues in a timely manner.
Education
Bachelor of Science - Biomedical Engineering
Instituto Tecnologico De Hermosillo
Hermosillo, Sonora, Mexico 05.2001 -
Skills
Customer Service
Active Listening
Product Knowledge
Call Management
Data Entry
Call center experience
Critical Thinking
Problem Resolution
Computer Proficiency
Data Collection
Languages
English
Advanced (C1)
Spanish
Timeline
Customer Service Representative
Infinity
03.2022 - 08.2024
Customer Service Representative Team Lead
Teleperformance
03.2019 - 09.2021
Bachelor of Science - Biomedical Engineering
Instituto Tecnologico De Hermosillo
05.2001 -
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