Diana Razgado Porras
Ciudad De Mexico
Summary
Customer Service Representative 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.
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. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
21
21
years of professional experience
Work History
Customer Service Specialist
Digital B2B
06.2009 - Current
- 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.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Provided primary customer support to internal and external customers.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained new personnel regarding company operations, policies and services.
- Sought ways to improve processes and services provided.
- Cross-trained and provided backup support for organizational leadership.
- Trained staff on operating procedures and company services.
- Cross-trained and backed up other customer service managers.
English Teacher
Centro Cultural Elite
10.2008 - 06.2009
- Assessed student progress and provided feedback to improve performance and establish academic success.
- Prepared and implemented lesson plans covering required course topics.
- Designed and implemented assessments to measure student progress in English language learning.
- Utilized multimedia strategies and technology to convey information in fresh and interesting ways.
- Supported student skill development in alignment with personal and academic goals.
- Created and implemented activities to foster critical thinking skills of students.
- Supported students in development of skills and strategies to become independent and successful learners.
Office Assistant
Megaflor
01.2005 - 12.2006
- Completed clerical tasks such as filing, copying, and distributing mail.
- Maintained and updated office records, both digital and physical.
- Managed daily data entry and kept clerical information accurate and up-to-date.
- Prepared and edited documents to produce precise, accurate and professional communication.
- Input data into spreadsheets and databases.
- Reviewed files, records and other documents to obtain information to respond to requests.
- Kept office supplies well organized and sufficiently stocked, placing orders promptly to replenish materials before depleted.
Condominium Manager
Residencial Ginebra
01.2003 - 01.2004
- Managed property financial records by collecting maintenance fees from 158 tenants and reconciling monthly accounts payable and receivable.
- Analyzed and negotiated bids from property services contractors such as maintenance, cleaning and security contractors.
- Monitored and tracked payments and expenses, providing timely and accurate financial reports.
- Responded to Common Area Maintenance (CAM) inquiries.
Education
Bachelor - Linguistics
Universidad Autonomoa Metropolitana
Ciudad De MexicoBachelor of Business Administration - Business Management
Universidad Anahuac
Ciudad De MexicoTeacher's Diploma - Teaching English As A Second Language (ESL)
Grupo Educativo Anglo Americano
Ciudad De MexicoSkills
- Effective Written and Verbal Communication
- Special Requests
- Customer Service
- Process Optimization
- Customer Relations
- Good Communication Skills
- Customer Service and Assistance
- Microsoft Office
- Excellent Written and Oral Communication
- Problem Resolution
- Document and Records Management
- Ability to Work Independently
- Customer Data Confidentiality
- Team Meetings
- Reading Comprehension
- Portal Systems
- Calm and Professional Under Pressure
Cooking, Painting, Writing, Stand Up Comedy
During the pandemics I re discovered things that I love to do and share with the world.
By cooking you can dedicate an special moment for your loved ones and create memorable moments.
By Painting I could create colorful worlds and show myself that I can complete projects.
Writing has helped me to put in words and paper ideas and stories that I have lived and to give my own interpretation of feelings and experiences.
Stand up Comedy helped me to come out of my shell and to be more thoughtful about the ideas I want to share with the world and how to share them.
Languages
Spanish
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Timeline
Customer Service Specialist
Digital B2B
06.2009 - Current
English Teacher
Centro Cultural Elite
10.2008 - 06.2009
Office Assistant
Megaflor
01.2005 - 12.2006
Condominium Manager
Residencial Ginebra
01.2003 - 01.2004
Bachelor - Linguistics
Universidad Autonomoa Metropolitana
Bachelor of Business Administration - Business Management
Universidad Anahuac
Teacher's Diploma - Teaching English As A Second Language (ESL)
Grupo Educativo Anglo Americano
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