Esteban Sanchez Galván
Customer Service Specialist
Tijuana,BCN
Summary
I consider myself a hardworking call center professional versed in customer support, with commitment to service. Fluent in Spanish and English. I'm knowledgeable, organized, enthusiastic, efficient and reliable. I have an ability to solve problems, multi-task, develop relationships, cultivate partnerships and drive business results.
Overview
2
2
Languages
3
3
years of post-secondary education
2
2
years of professional experience
Work History
Technical Support Specialist
Call Center Services International
Tijuana, BCN
10.2019 - 02.2021
- Resolved a diverse range of technical issues across multiple systems and applications.
- Assisted customers with needs such as opening accounts, depositing or transferring funds, updating account details, and signing up for new services.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Responded to support requests from users and patiently walked consumers through basic troubleshooting tasks.
- Submitted service tickets for equipment maintenance requests.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Collected customer feedback to exceed customer satisfaction goals.
Spanish Interpreter
Solucenter International
Tijuana, BCN
07.2018 - 12.2018
- Answered calls promptly and conducted interpretation in a friendly and professional manner.
- Understand protocol and terminology for various industries including, but not limited to, Medical, Insurance, Finance and Law.
- Render correct concepts and meanings according to the conventions of established interpretation protocol, avoiding omissions or additions.
- Speak clearly in both languages using proper pronunciation, enunciation and polite expressions.
- Maintained message content, tone and emotion as closely as possible.
- Remain calm during calls in the event that one of the primary speakers is incoherent or upset, especially in emergency situations.
- Follow client instructions, in compliance with protocol to ensure client expectations are met with the Limited English-speaking Person (LEP), avoiding interaction with the LEP without client’s permission.
Customer Service Representative
NextDoor Solutions
Tijuana, BCN
06.2017 - 02.2018
- Answered customer telephone calls promptly and in appropriate manner.
- Navigated between multiple client interactions and internal systems, while working toward clearly defined sales and quality goals.
- Complete customer registrations, update customer data and optimize sales by leveraging up sell and cross sell techniques.
- Described product to customers, thoroughly explaining details and care of merchandise.
- Strive to resolve client queries with “first call resolution” focus.
- Drove team revenue totals by bringing in over $2000 in sales.
- Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Education
No Degree -
Olathe North High School
Olathe, Kansas 08.2003 - 06.2006
Skills
Active listening skills
Timeline
Technical Support Specialist
Call Center Services International
10.2019 - 02.2021
Spanish Interpreter
Solucenter International
07.2018 - 12.2018
Customer Service Representative
NextDoor Solutions
06.2017 - 02.2018
No Degree -
Olathe North High School
08.2003 - 06.2006
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