Elideth Mayra Paulino Juarez
CDMX
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, ad providing customized solutions to build loyalty.
Overview
3
3
years of professional experience
Work History
CSR, Sales
CCSI
09.2024 - 05.2025
- Outbound Sales | Customer Support |Payment Assistance
- Conducted high-volume outbound calls to prospective and existing customers to promote products and explain service offerings.
- Clearly communicated the value of our products, using effective sales techniques and rebuttals to address objections and highlight customer benefits.
- Verified and updated shipping information to ensure timely and accurate delivery of purchased products.
- Provided detailed information about product features and services, tailoring pitches to customer needs and preferences.
- Assisted customers with account-related inquiries in partnership with affiliated service providers.
- Guided customers through setting up automated payment systems, improving customer retention and billing efficiency.
Collections Agent
CCSI
11.2023 - 09.2024
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
- Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
- Maintained strict compliance with all federal, state, and company regulations during each step of the collections process.
- Recognized as a top performer within the team for consistently surpassing goals and maintaining high levels of client satisfaction.
Bilingual CSR
Brigante Immigration Law Group
09.2023 - 11.2023
- Provided bilingual (English and Spanish) customer support for clients seeking U.S. immigration legal services.
- Assisted callers by explaining the firm's services and guiding them through the initial steps of the immigration process.
- Conducted client profiling to determine eligibility and ensure proper case routing based on legal criteria.
- Transferred calls to appropriate departments, maintaining clear communication and accurate recordkeeping.
- Handled exclusively inbound calls with professionalism and empathy, ensuring a positive client experience during sensitive legal matters.
CSR
Telat
08.2022 - 09.2023
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Cross-trained and backed up other customer service managers.
Education
Business Administration
Vance Zebulon High School
Charlotte, NC06.2005
Skills
- Cross-selling and upselling
- Data entry proficiency
- Empathy and patience
- Performance tracking
- Customer relations
- Call center operations
Languages
Spanish
Bilingual or Proficient (C2)
English
Advanced (C1)
Timeline
CSR, Sales
CCSI
09.2024 - 05.2025
Collections Agent
CCSI
11.2023 - 09.2024
Bilingual CSR
Brigante Immigration Law Group
09.2023 - 11.2023
CSR
Telat
08.2022 - 09.2023
Business Administration
Vance Zebulon High School
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