Enrique Alejandro Reyna Franco
Customer Service Representative
Garner, North Carolina,NC
Summary
Dynamic customer service representative with over seven years of experience in technical support and customer engagement. Proven ability to excel in high-pressure environments while delivering exceptional service through effective communication and problem-solving skills. Expertise in utilising tools like Zendesk and Microsoft Office to manage customer inquiries, track metrics, and enhance operational efficiency. Committed to continuously expanding my knowledge and staying up to date with emerging technologies. Ready to contribute to a fast-paced team environment and elevate customer satisfaction.
Overview
8
8
years of professional experience
15
15
years of post-secondary education
1
1
Language
Work History
Customer Service Agent
Rockstar Games
08.2023 - Current
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers through Zendesk.
- Ticket follow-ups were provided in a timely manner and typically exceeded metrics for my team
- Ticket issues presented consisted of restoring missing in-game currency, game items and compromised accounts.
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
UK Engineer Support
Teletrac Navman
04.2019 - 08.2023
- Graveyard shift: Handled calls, chats, emails and ticket follow-ups for United Kingdom, United States, and Mexico.
- As well as SVT's vehicle alerts via a software called Globalwatch handling stolen vehicle alerts; any alert that was triggered had to be acknowledged by contacting the customer ensuring the vehicles safety.
- Platinum Support Agent: Maintained relationships with clients through punctuality and excellent customer service. Applied problem-solving skills to resolve inquiries and disputes to the most profited companies that were categorized as platinum accounts; Ran fleet-wide diagnostics, proactively located any issues to inform the company, answered incoming calls and managed 12 platinum accounts to their every need.
- Fluent in managing various tasks such as: creating presentations of analyzed data using PowerPoint and Excel to present to presidents of platinum accounts.
Quality Control Agent
7 Point Group
10.2018 - 04.2019
- Implemented successful corrective actions based on customer feedback by contacting customer with a survey, enhancing overall product experience for consumers.
- Advisement of open vacancies for affiliated companies through social media such as Instagram and Facebook.
- Reduced customer complaints with thorough inspections and strict adherence to quality standards.
Sales Representative
Global Telesourcing
07.2017 - 10.2018
- Electricity and Natural Gas was sold via chat and telephone; achieved top performer status consistently through dedication to meeting goals and exceeding expectations.
- Consistently met or exceeded quotas by implementing strategic sales plans and effective time management.
- Leveraged upselling and cross-selling strategies to create new sales opportunities. Which developed relationships with new clients and typically exceeded sales goals.
Customer Service
Teleperformance
10.2016 - 02.2017
- Answered approximately 60 incoming calls daily utilizing a courteous and professional manner to collect information and identify customer needs when services were down.
- Addressed client inquiries while delivering exceptional customer service experiences. Carried out retention calls with unsatisfied customers, convincing 20% of them to keep using our internet service.
Education
High School Diploma -
NORTH SIDE HIGH SCHOOL
FORT WORTH, TX 05.2001 - 05.2016
Skills
Excellent communication skills, both verbal and written
Able to translate complex text into easily readable material
Fast learner
Highly motivated and able to work independently or within teams
Proficient in word processing, presentation and spreadsheet software; Intermediate level of Office tools such as Excel, Word and PowerPoint
Music theorist; learned improvising abilities and attention to detail
CRM Knowledge in Salesforce and Zendesk; 5 years of experience
Information verification
Task prioritization
Inbound customer service
Timeline
Customer Service Agent
Rockstar Games
08.2023 - Current
UK Engineer Support
Teletrac Navman
04.2019 - 08.2023
Quality Control Agent
7 Point Group
10.2018 - 04.2019
Sales Representative
Global Telesourcing
07.2017 - 10.2018
Customer Service
Teleperformance
10.2016 - 02.2017
High School Diploma -
NORTH SIDE HIGH SCHOOL
05.2001 - 05.2016