Ivan Fernando Plaza Felix
Tijuana, Baja California
Summary
Accomplished Appointment Scheduler with a proven track record at BCC Call Center, enhancing client retention by leveraging CRM software and exceptional client relationship-building skills. Achieved significant reductions in churn rates through strategic sales and customer service initiatives, demonstrating precision in calendar management and schedule coordination. Proactive Appointment Setter with exceptional sales and customer service strengths. Proven to generate high-quality leads through proactive communication using tact, diplomacy and professionalism. Dedicated to offering exceptional assistance to team members and clients. Skilled at coordinating appointments, organizing mail and collecting messages to facilitate office communication. Positive and upbeat with strong relationship-building abilities.
Overview
10
10
years of professional experience
Work History
Appointment Scheduler
BCC Call Center
04.2023 - 04.2024
- Provided excellent customer service through attentive listening, empathetic communication, and efficient problem-solving during the scheduling process.
- Answered phone calls and answered questions from potential customers.
- Managed high call volume while maintaining professionalism and accuracy when gathering client information for appointment bookings.
- Acted as first point of contact and set appointments for prospective clients.
- Enhanced customer satisfaction with timely and accurate appointment confirmations and reminders.
- Acted as a reliable point of contact for clients, addressing concerns or questions about their appointments with professionalism and tact.
- Optimized available time slots by proactively identifying opportunities to fill cancellations or last-minute openings.
Appointment Agent
High Power Call Center
03.2018 - 12.2021
- Improved client retention rate by providing excellent customer service during the appointment setting process.
- Utilized CRM systems proficiently for efficient data entry and retrieval during appointment management tasks.
- Assisted in the development of marketing campaigns geared towards increasing appointment bookings and overall client engagement.
- Streamlined appointment booking process by implementing an organized system for tracking customer information and preferences.
- Facilitated smooth handover of appointments to relevant departments, ensuring that all necessary details were communicated effectively.
Sales Retention Specialist
CCSI International
12.2016 - 02.2018
- Championed a customer-centric culture within the team, leading to higher levels of internal collaboration and overall better results in retention efforts.
- Collaborated with cross-functional teams to create customized offers that met individual customer needs, leading to higher retention rates.
- Developed targeted sales strategies to improve customer retention and increase revenue.
- Reduced churn rates significantly through personalized outreach initiatives aimed at fostering loyalty among existing customers.
- Retention sales consultant at Than Merrill"s Real State. My Job was to convince and get people that where in this Real state class to learn how to find homes in their neighborhood.Homes that where taken away from people by the banks in the United States and fixed them refurbished and put on sale for a profit. these people maybe had gone for a presentation or taken the weekend class but did not take the full course. our job was for them to be convince of the opportunity at hand for them to take that full course and reap the full benefits in stored we had for those answers until one of these clients would be convince of those benefits.
Appointment Coordinator
Jb And Associates
01.2014 - 11.2015
- Directed telephone calls to appropriate parties.
- Demonstrated flexibility by adjusting schedules quickly in response to last-minute changes or requests from both clients and service providers.
- Regularly reviewed current processes for potential improvements, sharing insights with management for continuous optimization of the work environment.
- Coordinated appointments for multiple departments, ensuring optimal use of resources and time management.
- Jb and Associates Its a Family Owned cleaning company from Los Angeles Ca they brougth their call center here in Tijuana. My Job was to call difrent buisness owners and people in charge for our cleaning services troughout the region.
Education
Tech - High School Administration
Cecyt
Tijuana, Baja California, Mexico01.1999
Skills
- Calendar Management
- Meeting deadlines
- Remote Work Capabilities
- Accuracy and Precision
- Follow-up skills
- Client Relationship Building
- Schedule Coordination
- CRM Software
Timeline
Appointment Scheduler
BCC Call Center
04.2023 - 04.2024
Appointment Agent
High Power Call Center
03.2018 - 12.2021
Sales Retention Specialist
CCSI International
12.2016 - 02.2018
Appointment Coordinator
Jb And Associates
01.2014 - 11.2015
Tech - High School Administration
Cecyt