Daniela Carregha Ruiz
Tijuana
Summary
Practiced call center jobs with more than 5 years of experience contributing to client satisfaction, retention, and loyalty. Skilled in identifying and targeting individual needs, recommending products and services, and delivering customized solutions and hands-on support. Adept at working collaboratively to deliver timely and quality responses to service requests. Offering proven history of success within call center environments, continuously surpassing goals while complying with company standards and mission.
Patient professional talented at assisting customers with questions and concerns, entering and updating customer details and managing escalated issues. Enthusiastic and service-oriented individual with exceptional communication and multitasking abilities.
Upbeat Customer Service professional. Well-spoken and friendly with excellent practical problem-solving skills. Accustomed to working in team-oriented, fast-paced environments. Expertise in using diplomatic communication to defuse escalated situations.
Overview
9
9
years of professional experience
Work History
Contact Center Agent
Call Center Services Inc.
Tijuana
09.2020 - Current
- Responded to customer requests for products, services and company information.
- Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.
- Conferred with customers about concerns with products or services to resolve problems and drive sales.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Answered over 5 calls per hour to meet fast-paced call center demands.
Contact Center Agent
Telvista Hipodromo
Tijuana
07.2016 - 09.2020
- Entered customer information into customized computer system with Excel to document and organize client records.
- Recommended internet services to customers, thoroughly explaining details.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
- Responded to customer requests for products, services and company information.
- Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.
- Conferred with customers about concerns with products or services to resolve problems and drive sales.
- Educated customers on company systems, form completion, and access to services.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Waitress / Hostess
Applebee's
Mexicali
04.2016 - 07.2016
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Prepared hot and cold beverages to highest standard while providing guests with legendary customer service.
- Collected credit card, cash and gift certificate payments and dispensed change for cash transactions.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Greeted new customers, discussed specials, took drink orders and built immediate positive connections with guests.
- Checked identification to enforce age regulations for alcoholic beverages.
- Kept server areas clean and stocked during service hours to increase efficiency while working tables.
- Folded napkins and prepared silverware sets to provide adequate supply for host station.
- Stayed up-to-date on menu changes to offer current and accurate information and help customers select optimal meal choices based on individual preferences.
- Collaborated with kitchen staff to correctly update customers on unavailable dishes and wait times.
Education
High School -
Bachillerato Universitario
Mexicali B.C.06.2016
Unfinished - Industrial Engineering
UABC
Tijuana, B.C.09.2018
Skills
- Documentation and reporting
- Call center operations
- Payment processing
- Problem-solving skills
- Answering questions
- Microsoft Office
- Customer support
- Client communication
- Inbound phone calls
- Brand representation
- Verbal and written communication
- Technical Support
- Calm disposition
- Complaint resolution
- Customer service optimization
- Gathering information
Timeline
Contact Center Agent
Call Center Services Inc.
09.2020 - Current
Contact Center Agent
Telvista Hipodromo
07.2016 - 09.2020
Waitress / Hostess
Applebee's
04.2016 - 07.2016
High School -
Bachillerato Universitario
Unfinished - Industrial Engineering
UABC
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