Sports
Dulce Marisol Juarez Nieves
Foreign Languages
Summary
Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed, and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact. 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. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
2
2
years of professional experience
3
3
Languages
Work History
Customer Service Representative
Results Companies
Puebla City, Puebla (Remote)
07.2023 - 03.2024
- Streamlined appointment scheduling process by utilizing advanced software tools, optimizing time management for both patients and medical professionals.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Educated customers about billing, payment processing and support policies and procedures.
- Self-motivated, with a strong sense of personal responsibility.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Customer Service Representative
Foundever
Puebla City, Puebla (Remote)
02.2023 - 06.2023
- Tracked customer service cases and updated service software with customer information.
- Responded to customer requests for products, services, and company information.
- Maintained a customer account information database (incl. canceling and updating customer accounts.)
- Placed and canceled an average of 200+ orders weekly from customers, distributors, and agents.
Customer Service Representative
Teleperformance
Coatzacoalcos, Veracruz (Remote)
05.2022 - 03.2023
- Provided primary customer support to internal and external customers.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Education
Foreign Languages - English
Colegio Anglo Mexicano
Coatzacoalcos, Veracruz, Mexico 05.2001 -
High School Diploma -
Centro De Estudios Tecnológicos, Industriales Y De
Coatzacoalcos, Veracruz, Mexico 05.2001 -
Skills
Appointment Scheduling
Computer Skills
Team Collaboration
Calm Under Pressure
Microsoft Office Suite
Medical terminology knowledge
Customer Data Confidentiality
Salesforce, Zendesk,Amazon,Teams
Accomplishments
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Interests
Learning Languages
Photography
Timeline
Customer Service Representative
Results Companies
07.2023 - 03.2024
Customer Service Representative
Foundever
02.2023 - 06.2023
Customer Service Representative
Teleperformance
05.2022 - 03.2023
Foreign Languages - English
Colegio Anglo Mexicano
05.2001 -
High School Diploma -
Centro De Estudios Tecnológicos, Industriales Y De
05.2001 -