Ivan Rosendo Serrano Ambrosio
Customer Service Specialist
Mexico
Summary
Proven in enhancing customer loyalty and digital adoption rates, I excelled at TELUS International by resolving complaints with empathy and boosting efficiency as an Online Banking Representative at Atento BBVA. Skilled in customer service and call management, I adeptly handled high-stress situations, leading to positive client feedback and increased cross-selling success.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Mobility Customer Service Representative
Telus International
Toluca (Remote)
08.2023 - 06.2024
- Handled customer inquiries and suggestions courteously and professionally.
- 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.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Reached and exceeding CSAT and cross-selling goals
Online Banking Representative
Atento BBVA
03.2019 - 08.2023
- Boosted digital adoption rates with comprehensive user education on various online banking features.
- Assisted clients in navigating the online banking platform, leading to increased usage and efficiency.
- Contributed to an increase in cross-selling success by identifying potential product or service needs among clients during interactions.
- Managed high call volumes while maintaining professionalism and efficiency during peak periods.
- Educated customers on online banking and mobile banking applications.
Education
High School Diploma -
Colegio De Bachilleres Del Estado De Mexico
Toluca, México, Mexico 05.2001 -
Partial Degree - Linguistics
Facultad De Lenguas
Toluca, México, Mexico 05.2001 -
Skills
Customer Service
Active Listening
Call Management
Data Entry
Call center experience
Languages
English
Upper intermediate (B2)
French
Intermediate (B1)
Certification
Cambridge FCE (B2)
Interests
Programming
Marketing
Design
Arts
Timeline
Mobility Customer Service Representative
Telus International
08.2023 - 06.2024
Cambridge FCE (B2)
02-2021
Online Banking Representative
Atento BBVA
03.2019 - 08.2023
High School Diploma -
Colegio De Bachilleres Del Estado De Mexico
05.2001 -
Partial Degree - Linguistics
Facultad De Lenguas
05.2001 -
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