Felipe Alejandro Contreras Ramirez
Rosarito
Summary
Skilled Call Center Agent with demonstrated experience in customer service and technical support roles. Possess strong communication skills, ability to handle high-pressure situations, and commitment to provide outstanding customer satisfaction. In previous positions, provided solution-focused assistance while maintaining positive attitude, contributing to improved team morale and customer retention rates.
Overview
1
1
year of professional experience
Work History
Call Center Agent
CCSI
Tijauna
07.2024 - 01.2025
- Helping customers with payments and general information regarding their vehicle contract.
- Transferring the customer to the correct department, depending on the customer's needs.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Collected deposits or payments and arranged for billing.
- Updated customer records in the CRM system accurately with each interaction.
- Reviewed files, records and other obtained documents to respond to customer requests.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Education
12th Grade
Thomas Jefferson High School
Los Angeles, CaliforniaSkills
- Customer communications
- Training and mentoring
- Inbound call reception
- Quality assurance optimization
- Call quality
- Script adherence
Languages
Spanish
First Language
English
Intermediate (B1)
B1
References
References available upon request.
Timeline
Call Center Agent
CCSI
07.2024 - 01.2025
12th Grade
Thomas Jefferson High School
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