Eraclio Reyes
Tijuana
Summary
Dynamic Customer Service Representative with proven expertise at Integon Insurance, adept at resolving conflicts and enhancing customer loyalty through active listening and critical thinking. Skilled in technical support and quality assurance, I consistently deliver exceptional service, boosting satisfaction and first-call resolution rates while fostering collaboration across teams.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Integon Insurance / National General Insurance
01.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Customer Service Representative
Printful
03.2022 - 11.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Technical Support Representative
ENSAMBLES HYSON
03.2017 - 08.2019
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
Quality Assurance Analyst
Telvista Call Center
01.2006 - 08.2017
- Mentored and coached team members on QA topics and strategies.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Reported progress, test metrics and results to project stakeholders.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
- Acted as a liaison between the QA team and other departments such as Development, Customer Support, and Product Management, ensuring effective communication throughout all stages of the project lifecycle.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Conducted training sessions for junior QA analysts, enhancing their skills and knowledge of industry best practices.
Education
Education Bachelor Degree - Elementary Education / English Language
Tijuana, BC Mexico05-2013
Marine Biology - Enviromental Cleaning / Field Guide
University of Southern California
Los Angeles, CA07-1998
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Payment processing
- Order processing
- Administrative support
- Customer relationship management (CRM)
- Technical support
- Quality control
- Live chat support
- Customer education
Accomplishments
- Supervised team of 80 staff members.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
Certification
- Certified Customer Service Rep, Integon - 4 weeks
Have worked with several CRM system: Workflow, Salesforce, Zendesk
All of these different types of CRM tools have the same approach, customer and accounts details. Just need to adapt to the system.
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Integon Insurance / National General Insurance
01.2024 - Current
Customer Service Representative
Printful
03.2022 - 11.2023
Technical Support Representative
ENSAMBLES HYSON
03.2017 - 08.2019
Quality Assurance Analyst
Telvista Call Center
01.2006 - 08.2017
Education Bachelor Degree - Elementary Education / English Language
Marine Biology - Enviromental Cleaning / Field Guide
University of Southern California
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