Frederica Joseph
Tijuana
Summary
Dynamic customer service and IT specialist with a proven track record at Alorica and Concentrix. Expert in problem-solving and active listening, enhancing customer satisfaction and loyalty. Adept at managing high-stress situations while implementing robust cybersecurity measures, ensuring data security and seamless service delivery. Committed to fostering strong customer relations.
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
2
2
years of professional experience
Work History
Customer Service Representative
Alorica
12.2023 - 10.2025
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Responded to customer requests for products, services, and company information.
IT Specialist
Concentrix
06.2023 - 12.2023
- Maintained a comprehensive knowledge of current industry trends, developments, tools, or techniques relevant to the role of an IT specialist.
- Walked individuals through basic troubleshooting tasks.
- Provided exceptional customer service by promptly addressing problems reported by endusers.
- Secured sensitive data by establishing robust cybersecurity measures and protocols.
- Managed hardware and software inventory, ensuring timely updates and replacements as needed.
Education
High School Diploma -
Mega Lenguages School Center
Dominican Republic10-2018
High School Diploma -
Liceo Estados Unidos
Dominican Republic07-2014
Skills
- Customer service
- Problem-solving
- Active listening
- Adaptability and flexibility
- Computer proficiency
- Team collaboration
- Customer relations
Languages
English
Advanced (C1)
Spanish
Bilingual or Proficient (C2)
French
Bilingual or Proficient (C2)
creole
Bilingual or Proficient (C2)
Timeline
Customer Service Representative
Alorica
12.2023 - 10.2025
IT Specialist
Concentrix
06.2023 - 12.2023
High School Diploma -
Mega Lenguages School Center
High School Diploma -
Liceo Estados Unidos