Daniel Alejandro Silva Salazar
Guadalajara, Jalisco
Summary
Customer Experience Associate bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Knowledgeable and dedicated customer service professional with extensive experience in the business industry providing the services mostly to business and enterprises. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
4
4
years of professional experience
Work History
Customer Experience Agent
Alorica
Tlaquepaque, Jalisco, Mexico
02.2022 - 12.2023
- Enhanced customer satisfaction by addressing and resolving inquiries promptly and professionally.
- Reduced response time for customer queries by implementing effective communication strategies.
- Improved first call resolution rates with thorough product knowledge and efficient problem-solving skills.
- Streamlined workflows, consistently meeting or exceeding performance metrics for quality and efficiency.
- Identified trends in customer feedback, providing valuable insights for continuous improvement initiatives.
- Managed high-volume calls while maintaining exceptional standards of professionalism and accuracy.
- Provided personalized support to customers, tailoring solutions according to their unique needs and preferences.
- Trained new hires on company policies, procedures, and best practices for delivering outstanding customer service.
- Conducted proactive follow-up calls to ensure complete resolution of customer issues and concerns.
- Assisted customers in navigating complex processes by breaking down information into simple steps for easy understanding.
- Maintained detailed records of all interactions, ensuring accurate documentation for future reference or escalation purposes.
- Contributed to the development of departmental guidelines that led to an overall increase in team productivity levels.
- Actively participated in team meetings, sharing ideas and suggestions for process improvements that enhanced service quality and efficiency.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
- Promoted available products and services to customers during service, account management, and order calls.
- Enhanced customer satisfaction by providing timely and accurate deliveries, maintaining a friendly demeanor.
- Collaborated with team members to coordinate deliveries, resulting in seamless handoffs between drivers.
- Utilized technology effectively for real-time updates on package statuses, ensuring constant communication between dispatchers and customers.
- Increased client satisfaction by providing tailored financial advice and personalized banking solutions.
- Managed risk exposure by conducting thorough credit assessments for loan applicants.
Customer Service Representative
Teleperformance
Guadalajara, Jalisco, Mexico
05.2020 - 09.2020
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Education
High School Diploma -
Lamar
Guadalajara, Mexico08.2024
No Degree - Diseño Y Mecánica Industrial
Centro De Enseñanza Técnica Industrial
Guadalajara, Jalisco, Mexico06.2021
Skills
- Database Research
- Technical Support
- Team Training
- Data Entry
- Translation and Interpretation Services
- Adaptability
- Active Listening
- Effective Communication
- Critical Thinking
- Decision Making
- Interpersonal Skills
- Time Management
- Multitasking
- Written Communication
- Account Management
- De-Escalation Techniques
Timeline
Customer Experience Agent
Alorica
02.2022 - 12.2023
Customer Service Representative
Teleperformance
05.2020 - 09.2020
High School Diploma -
Lamar
No Degree - Diseño Y Mecánica Industrial
Centro De Enseñanza Técnica Industrial