Estephania Gonzalez
Customer Service Representative
León
Summary
Driven by a strong work ethic and goal-oriented focus, I excelled at TTEC, enhancing team performance and customer loyalty through innovative training and empathetic dispute resolution. Skilled in critical analysis and community engagement, I consistently secured positive outcomes under pressure, demonstrating a unique blend of hard and soft skills pivotal for dynamic business environments.
Overview
7
7
years of professional experience
Work History
Chat - Player Advocate
TTEC
10.2022 - Current
- Enhanced team performance by implementing effective training and coaching strategies.
- Developed strong communication skills within the team, fostering a positive atmosphere and promoting teamwork.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Customer Account Specialist
TTEC
01.2018 - 12.2020
- Evaluated customers' potential needs to make appropriate recommendations.
- Communicated with approximately 40 clients daily to understand needs and explain product value.
- Secured on-time payments and collected on delinquent accounts with tailored payment plans.
- Reduced customer complaints by implementing effective communication strategies.
- Negotiated favorable contract terms with clients while maintaining company revenue goals and objectives.
Medical Interpreter
Language Line Services
02.2020 - 08.2020
- Collaborated with the clinical team to ensure seamless patient care, streamlining communication processes, and reducing misunderstandings.
- Enhanced patient understanding by accurately translating medical terminology and complex concepts between medical professionals and patients.
- Ensured clear communication by providing precise interpretation of doctor''s instructions, diagnoses, and prescriptions to non-English speaking patients.
- Followed ethical codes to protect confidentiality of patient medical information.
Education
No Degree - Pharmaceutical Engineering
Instituto Politecnico Nacional
Leon Guanajuato 05.2001 -
Some College (No Degree) - Customs
Escuela De Trafico Y Tramitacion Aduanal
Leon GuanajuatoSome College (No Degree) - Japanese For Interpreters
Universidad De Guanajuato
Leon GuanajuatoSkills
Goal-oriented focus
Strong Work Ethic
Performance under pressure
Highly motivated
Creative Visualization
Quick Decision Making
Critical Analysis
Coachability
Community Engagement
Languages
English
Bilingual or Proficient (C2)
Japanese
Intermediate (B1)
Spanish
Bilingual or Proficient (C2)
Timeline
Chat - Player Advocate
TTEC
10.2022 - Current
Medical Interpreter
Language Line Services
02.2020 - 08.2020
Customer Account Specialist
TTEC
01.2018 - 12.2020
No Degree - Pharmaceutical Engineering
Instituto Politecnico Nacional
05.2001 -
Some College (No Degree) - Customs
Escuela De Trafico Y Tramitacion Aduanal
Some College (No Degree) - Japanese For Interpreters
Universidad De Guanajuato
Similar Profiles
Tisha WestTisha West
Customer Service Representative at TTECCustomer Service Representative at TTEC
Tirzah BoulwareTirzah Boulware
Customer Service Representative at TTECCustomer Service Representative at TTEC
Wendy WeaverWendy Weaver
Banking Assistant at TTECBanking Assistant at TTEC