David Cortez
Customer Service And Sales Specialist
Hermosillo
Summary
Imagine a professional with over 10 years of experience navigating diverse industries like technology, consumer products, and food services, bringing an unwavering commitment to customer satisfaction. This individual, having transitioned smoothly from phone-based service to live chat, has mastered the art of managing customer inquiries and resolving issues in real-time. Whether handling appointments, verifying insurance, or educating patients in the dental field, their dedication ensures both efficiency and care in every interaction.
They thrive in fast-paced environments, effortlessly juggling multiple responsibilities—whether it’s resolving escalated issues, troubleshooting technical problems, or ensuring smooth administrative workflows. Bilingual in English and Spanish, this professional uses adaptability and clear communication to put the customer first, creating positive experiences that resonate long after the conversation ends.
Overview
12
12
years of professional experience
Work History
Denta Virtual Assistant
Everyone's Family Dental
08.2020 - 10.2024
- Scheduled appointments, ensuring optimal organization and efficiency for dental practices.
- Provided excellent patient support via phone, chat, and email, addressing inquiries, resolving issues, and ensuring positive patient experience throughout their dental care journey.
- Educated patients on procedures, aftercare, and dental health practices.
- Verified patient insurance coverage and facilitated smooth billing processes.
- Liaised with doctors, passing crucial patient information for consultations and treatments.
- Acted as liaison with pharmacies, ensuring smooth communication regarding patient prescription details, confirmations, and any inquiries, helping to streamline t medication process for patients.
Live Chat Representative
Teleperformance
12.2019 - 12.2020
- Managed up to three concurrent live chat sessions, efficiently resolving variety of customer issues, including incorrect or damaged food deliveries, refund requests, and general inquiries, while maintaining a high level of customer satisfaction.
- Coordinated with restaurants and drivers to resolve issues and provide real-time updates on orders.
- Demonstrated adaptability in transitioning to live chat from phone-based customer service, quickly mastering new tools and procedures.
- Identify when an issue requires escalation to a supervisor or a specialized department, and effectively communicate the situation to ensure a smooth handoff.
Sales Representative
Ava's Flowers
02.2018 - 10.2019
- Answer customer inquiries, provide information on floral arrangements, pricing, and delivery options.
- Process customer orders for floral arrangements, ensuring accurate details for delivery (e.g., recipient name, address, and special instructions).
- Recommend appropriate arrangements for various occasions, such as birthdays, weddings, anniversaries, and funerals.
- Suggest additional items, such as vases, greeting cards, or gift baskets, to complement floral purchases, increasing average order value.
- Effectively handle objections, provide alternatives, and close sales.
- Utilize customer relationship management (CRM) software to log orders, track customer preferences, and maintain accurate records.
Customer Service Representative for Nutribullet
Listen Trust
10.2015 - 01.2018
- Guided customers through assembly instructions, care tips, and product information while upselling relevant products.
- Handled escalated supervisor calls, resolving complex customer issues with professionalism and authority.
- Authorized product returns, credits, and discounts to ensure customer satisfaction and retention.
- Achieve monthly sales goals by consistently converting inquiries into sales and upselling relevant products.
- Process customer orders by accurately collecting essential details, such as names, delivery addresses, and special instructions, while ensuring seamless payment processing for a smooth transaction experience.
Virgin Mobile Technical Support Agent
Vangtel Mexico
11.2012 - 07.2015
- Delivered technical support for mobile phones, expertly guiding customers through troubleshooting steps, payment processing, and resolving service-related issues.
- Developed strong communication, problem-solving, and empathy skills through active listening and customer care.
- Promoted to Virgin Mobile Broadband team, where I provided specialized support for wireless internet devices, gaining deep understanding of IP addresses, networking, and connectivity troubleshooting.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Fielded average of 300 inbound phone calls to deliver support and remotely resolve service issues
Education
High School Diploma -
Jenks Highschool
Tulsa, Oklahoma 05.2001 -
Skills
Customer Service
Multitasking
Problem-Solving
Adaptability
Critical Thinking
Schedule Management
Active Listening
Typing skills 40 wpm
Timeline
Denta Virtual Assistant
Everyone's Family Dental
08.2020 - 10.2024
Live Chat Representative
Teleperformance
12.2019 - 12.2020
Sales Representative
Ava's Flowers
02.2018 - 10.2019
Customer Service Representative for Nutribullet
Listen Trust
10.2015 - 01.2018
Virgin Mobile Technical Support Agent
Vangtel Mexico
11.2012 - 07.2015
High School Diploma -
Jenks Highschool
05.2001 -
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