Fernanda del Rossio Zepeda Ramírez
Tijuana
Summary
Dynamic customer service professional with over 5 years of experience, including 1 year in training and team leadership. Expertise in process optimization and enhancing customer satisfaction, consistently achieving and surpassing quality metrics. Strong commitment to fostering a positive customer experience while driving operational efficiency. Proven ability to lead teams toward success through innovative solutions and effective communication.
Overview
3
3
years of professional experience
Work History
Trainer
Baja Call Center
04.2024 - 01.2025
- Delivered training sessions to new hires, focusing on product knowledge and customer service best practices.
- Designed training materials and performance improvement plans.
- Provided real-time feedback and coaching to enhance team performance.
Customer Service Agent
Baja Call Center
12.2023 - 03.2024
- Customer Service Agent for Audien Hearing, assisting customers with hearing loss.
Barista
Vertical Climbness Fitness Club
07.2023 - 09.2023
- Prepared and served beverages, ensuring customer satisfaction and maintaining high service standards.
Medical Debt Collection Agent
CCSI Call Center Services International
01.2023 - 07.2023
- Managed medical debt accounts, negotiating payment arrangements while maintaining compliance with industry regulations.
- Achieved monthly collection targets consistently.
Babysitter
Local Babysitter
07.2022 - 09.2022
- Provided child care services ensuring safety and well-being.
Sales Agent
APEX Call Center
09.2021 - 11.2021
- Warm transfers of interested and qualified clients to closing sales departments
Education
High School Diploma - Business English
Instituto México Americano Noroeste
Tijuana, B.C.01.2020
Faculty of Economics and International Relations
Universidad Autónoma de Baja California
Tijuana, B.C.12.2022
Skills
- English: Conversational (90%)
- Customer service project development
- Training material creation
- General knowledge of various CRM systems
- Development of Security Awareness and HIPAA courses
- Advanced Excel skills
- Team leadership training
- Effective communication & feedback delivery
- Public speaking
- Planning and coordination
- New hire training
Additional Projects
Independent singer-songwriter, guitarist, and emerging music producer specializing in pop rock and indie pop. Experienced in songwriting, production, and single releases. Passionate about creating emotional connections through music and visual storytelling.
Timeline
Trainer
Baja Call Center
04.2024 - 01.2025
Customer Service Agent
Baja Call Center
12.2023 - 03.2024
Barista
Vertical Climbness Fitness Club
07.2023 - 09.2023
Medical Debt Collection Agent
CCSI Call Center Services International
01.2023 - 07.2023
Babysitter
Local Babysitter
07.2022 - 09.2022
Sales Agent
APEX Call Center
09.2021 - 11.2021
Faculty of Economics and International Relations
Universidad Autónoma de Baja California
High School Diploma - Business English
Instituto México Americano Noroeste
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