Ivan Alejandro Gonzalez
Executive Agent
San Nicolás de los Garza
Summary
Dynamic Executive Assistant with a proven track record at Hexaware Technologies, excelling in customer service and complaint resolution. Leveraged strong product knowledge and active listening skills to enhance customer satisfaction, achieving commendations for transforming challenging situations into positive outcomes. Adept at problem-solving and decision-making in high-pressure environments.
Dedicated [Job Title] with excellent experience in industry. Maintains professional appearance and demeanor and expertly completes assigned tasks with focus on quality. Dependable and quick-learning team player with effective communication and organization skills.
Overview
2
2
years of professional experience
2
2
Languages
Work History
Executive Assistant
Hexaware Technologies
01.2025 - 05.2025
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Technical Support Representative
Telvista Campestre
10.2023 - 01.2025
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Used ticketing systems to manage and process support actions and requests.
- Continuously updated personal technical knowledge through participation in workshops, seminars, and self-study to better serve the needs of clients.
- Managed high levels of call flow and responded to technical support needs.
- Collaborated with cross-functional teams to identify recurring issues, developing proactive solutions to minimize future occurrences.
- Mentored new team members on company protocols and best practices for delivering exceptional technical support services.
- Provided exceptional technical support, leading to commendation from company's senior management.
Education
High School Diploma -
COBACH
Baja California 05.2001 -
Skills
Customer service
Problem-solving
Active listening
Product knowledge
Complaint resolution
Call center experience
Decision-making
Critical thinking
Timeline
Executive Assistant
Hexaware Technologies
01.2025 - 05.2025
Technical Support Representative
Telvista Campestre
10.2023 - 01.2025
High School Diploma -
COBACH
05.2001 -
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