Cristina Melchor Vazquez
Michoacan,Yurecuaro
Summary
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
13
13
years of professional experience
Work History
Telephony Interviewer
TATA Consultancy
03.2022 - 06.2023
- Conducted interviews with participants to assess eligibility.
- Stayed up-to-date with industry trends and best practices in interviewing and selection to offer updated services.
- Completed surveys by rechecking contact information before ending each call.
- Delivered information from script regarding surveys for on-demand phone project assignment.
- Managed over 100 calls
- Met daily and weekly goals
- Excel in goal met per day
Customer Service Representative
Hexaware
03.2021 - 02.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Managed over 100 calls per day
Sales Representative
Global Telesourcing
09.2020 - 02.2021
- Managed customer accounts to secure customer satisfaction and repeat business.
- Trained and mentored new sales representatives.
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Developed and maintained comprehensive understanding of products, services and competitors to enhance sales presentations.
- Utilized CRM software to manage customer accounts and track performance metrics.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Listened to customer needs and desires to identify and recommend optimal products.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Met and exceed sales goal
- Managed over 100 calls per day
Appointment Setter
AB&TS
10.2019 - 02.2020
- Acted as first point of contact and set appointments for prospective clients.
- Utilized CRM system to track and manage leads, keeping appointments organized.
- Scheduled and confirmed appointments and meetings for senior management team.
- Managed over 400 calls per day
- Outbound cold calling
- ;Met daily goals of appointments scheduled
Appointment Setter B2B
CIENCE
03.2019 - 09.2019
- Acted as first point of contact and set appointments for prospective clients.
- Set appointments with salespeople and potential customers.
- Scheduled follow up calls with potential customers to gain interest in scheduling appointments.
- Received in-bound calls and initiated out-bound daily calls to introduce customers to products and services offered.
- Answered phone calls and answered questions from potential customers.
- Utilized CRM system to track and manage leads, keeping appointments organized.
- Screened potential customers to determine interest and requirements for products and services of company.
- Entered daily data in computer systems and documented office activities.
- Communicated with management to provide feedback on value and productiveness of appointment setting process.
- Addressed client inquiries and updated database information.
- Scheduled and confirmed appointments and meetings for senior management team.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Balanced employee availability, customer schedules, and maximum load levels when scheduling appointments.
- Compiled information from files and research to satisfy information requests.
- Acted as first point of contact and set appointments for prospective clients
- Scheduled follow up calls with potential customers to gain interest in scheduling appointments
- Received in-bound calls and initiated out-bound daily calls to introduce customers to products and services offered
- Set appointments with salespeople and potential customers
- Met Monthly goals
- Managed over 20 emails per day
Vacation Sales Representative
I.C.E. Gallery
06.2017 - 12.2018
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
- Assisted clients with flight changes and cancellations to minimize travel disruptions.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Maintained up-to-date knowledge of travel industry trends, regulations and best practices to better serve customers.
- Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
- Recommended travel insurance plans to customers to reduce uncertainty and risk of financial loss.
- Promoted dedicated customer service and support by promptly resolving customer complaints.
- Asked open-ended questions to better ascertain client needs and determine best international travel offerings.
- Communicated benefits and information regarding international travel insurance with clients and obtained best rates.
- Monitored currency exchange rates and advised customers on best time to purchase foreign currency.
- Implemented automated office systems, optimizing client, and data communications as well as records management.
- Managed over 100 calls per day
Collections Representative
RSS
12.2015 - 06.2017
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Negotiated to collect balance in full.
- Achieved performance goals on consistent basis.
- Resolved challenging situations with friendly but firm strategies.
- Processed payments and applied to customer balances.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Processed payments and contracts on accounts.
- Maintained high volume of calls and met demands of busy and productive group.
- Reviewed collection reports to determine status of collections and amounts of outstanding balances.
- Used scripted conversation prompts to convey current account information and obtain payments.
- Recorded all information regarding financial status of customers.
- Used probing techniques to determine debtors' reasons for delinquency.
- Counseled debtors on payment options and arranged installment agreements.
- Researched accounts and completed due diligence to resolve collection problems.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Trained new team members on scripts, company services, and collection strategies.
- Quantified debtor balances to avoid late payments and bad credit.
- Registered information of customers on database, collecting credit history, financial statements and personal details to preserve accurate records.
- Assisted in implementing procedures and policies to facilitate timely payments.
- Handled 100 outbound and inbound calls daily with goal of collecting owed debt
Vacation Planner and Collections Agent
Royal Holiday
02.2010 - 08.2015
- Followed up with customers to increase customer service with travel plans.
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
- Advised customers on necessary travel documents and visa requirements to successfully reach planned destination.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
- Researched and kept abreast of new travel destinations, attractions, hotels and restaurants to increase services offered.
- Assisted clients with flight changes and cancellations to minimize travel disruptions.
- Maintained up-to-date knowledge of travel industry trends, regulations and best practices to better serve customers.
- Recommended travel insurance plans to customers to reduce uncertainty and risk of financial loss.
- Promoted dedicated customer service and support by promptly resolving customer complaints.
- Asked open-ended questions to better ascertain client needs and determine best international travel offerings.
- Administered customer surveys to measure satisfaction with services and better understand desires and expectations.
- Monitored currency exchange rates and advised customers on best time to purchase foreign currency.
- Handled over 100 inbound and outbound calls per day
Education
Associate of Arts - Photography
IFAD
Ciudad De Mexico, CDMX02.2010
High School Diploma -
Fullerton Union High School
Fullerton California06.2000
Skills
- Meeting Deadlines
- Written Communication
- Telephone Etiquette
- Data Collection
- Data Entry
- Report Creation
- Client Interactions
- Customer Service and Assistance
- Outbound and Inbound Calls
- Scheduling Participants
- Following Directions
- Travel Accommodations
- Financial Transactions
- Telephone Interviewing
- Script Reading
Reading, Walking, Sports
I like to read to keep my mind bu
Medicinal Plants
I like having medicinal plants and learning new recipes to use for healing small things like the flu, headache or inflammation of the muscles instead of always using medicine.
Languages
Spanish
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Timeline
Telephony Interviewer
TATA Consultancy
03.2022 - 06.2023
Customer Service Representative
Hexaware
03.2021 - 02.2022
Sales Representative
Global Telesourcing
09.2020 - 02.2021
Appointment Setter
AB&TS
10.2019 - 02.2020
Appointment Setter B2B
CIENCE
03.2019 - 09.2019
Vacation Sales Representative
I.C.E. Gallery
06.2017 - 12.2018
Collections Representative
RSS
12.2015 - 06.2017
Vacation Planner and Collections Agent
Royal Holiday
02.2010 - 08.2015
Associate of Arts - Photography
IFAD
High School Diploma -
Fullerton Union High School
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