Microsoft
Claudia Martinez Figueroa
Cel Representative
CDMX, México City
Summary
Proven track record in enhancing customer satisfaction and streamlining service processes at GBS Royal Caribbean Group, showcasing strong problem-solving and active listening skills. Excelled in roles requiring critical thinking and effective communication, achieving high customer satisfaction ratings. Demonstrated expertise in client rapport and complaint resolution, significantly improving service delivery and operational efficiency.
Overview
10
10
years of professional experience
15
15
years of post-secondary education
Work History
CO Services Rep
GBS Royal Caribbean Group
Mexico City, Mexico
2023.11 - Current
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Reduced average call handling time by developing personalized scripts that addressed common customer queries.
- Streamlined service processes for quicker response times, leading to improved customer experiences.
- Assisted in the development of training materials, contributing to increased staff knowledge and performance levels.
- Provided comprehensive product/service information to customers, enabling informed decision-making processes.
- Utilized CRM tools proficiently for efficient case management, tracking progress, and documenting resolutions.
- Managed high call volumes while maintaining a professional demeanor and ensuring timely issue resolution.
- Conducted regular follow-ups with clients to ensure ongoing satisfaction and address any emerging issues promptly.
- Coordinated with various departments to resolve complex client issues effectively and in a timely manner.
- Achieved high customer satisfaction ratings by delivering empathetic support during challenging situations.
Roadside Assistance Agent
Allianz Partners México AWP
CDMX, México
2021.08 - 2023.10
- Handled challenging situations with diplomacy, resolving conflicts between customers and service providers when necessary.
- Promoted a positive company image by maintaining professionalism and demonstrating excellent customer service skills in all interactions.
- Utilized GPS technology to accurately locate stranded motorists for faster response times.
- Collaborated with team members to continuously improve processes and procedures within the department.
- Assisted motorists with various vehicle issues such as flat tires, dead batteries, and lockouts, helping them get back on the road quickly.
- Increased member retention through exceptional customer service during stressful situations.
- Managed high call volume while remaining calm and professional, ensuring accurate information was relayed to all parties involved.
Banking Assistant
Atento
CDMX, México
2019.03 - 2021.08
- Maintained confidentiality of private banking information with discretion, diplomacy and professionalism.
- Entered loan data into computerized banking system for renewals and modifications and submitted requests to portfolio managers before maturity.
- Managed high-volume transactions accurately, ensuring minimal discrepancies in daily reconciliations.
- Identified opportunities for cross-selling financial products, increasing overall revenue for the bank.
- Improved client retention rates through proactive relationship building and timely issue resolution.
Sales Representative
Cancino's Flowershop
CDMX
2014.09 - 2019.03
- Expanded customer base through cold calling, networking, and relationship building.
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Increased sales revenue by identifying and targeting high-potential accounts.
- Conducted product demonstrations to educate customers on features, benefits, and competitive advantages.
- Increased repeat business by fostering trust-based relationships with key accounts through regular communication.
- Collaborated with marketing to create impactful promotional materials for increased brand awareness.
- Collaborated with marketing department to align sales strategies with new campaigns.
- Enhanced customer satisfaction by providing comprehensive product demonstrations.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
Education
Bachelor Of Science - Applied Mathematics
UNAM
Coyoacan, México City 2009.08 - Current
Skills
Telemarketing expertise
Problem-Solving
Teamwork and Collaboration
Flexible and Adaptable
Active Listening
Teambuilding
Good Telephone Etiquette
Multitasking Abilities
Written Communication
Critical Thinking
Software
Languages
English
Advanced (C1)
Spanish
Bilingual or Proficient (C2)
Timeline
CO Services Rep
GBS Royal Caribbean Group
2023.11 - Current
Roadside Assistance Agent
Allianz Partners México AWP
2021.08 - 2023.10
Banking Assistant
Atento
2019.03 - 2021.08
Sales Representative
Cancino's Flowershop
2014.09 - 2019.03
Bachelor Of Science - Applied Mathematics
UNAM
2009.08 - Current
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