Catherine Michelle Silva Garfias
Ciudad Lopez Mateos
Summary
Friendly and efficient customer service team member devoted to maximizing customer satisfaction with exceptional service and support and experience in high-volume and fast-paced environments. Ready to help with focus on finding creative solutions to conflicts and complaints. Consistently hitting KPIs by proactively following up leads and opportunities. Well-versed in complaint handling and complex customer requests. Demonstrates confident phone manner and adaptation to new systems. Keen to grow and learn in dynamic team environment.
Overview
2026
2026
years of professional experience
2
2
Languages
Work History
Call Centre Agent
Foundever
01.2024 - 01.2025
Call Centre Agent
Tech Mahindra
2025 - Current
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Education
Angela Segovia De Serrano School
06.2021
Skills
- Excellent customer service
- Patience and composure under pressure
- Complaint and claim management
- Customer guidance and issue resolution
- Interpersonal skills
- PC proficiency
- Active listening
- Problem-solving personality
- Empathy and sensitivity
- Attention to detail
- Issue resolution
- Efficient incident handling
- Task prioritization
- Adaptability to different situations
- Teamwork
- Positive attitude
- Problem-solving skills
Timeline
Call Centre Agent
Foundever
01.2024 - 01.2025
Call Centre Agent
Tech Mahindra
2025 - Current
Angela Segovia De Serrano School