Javier Tinoco
Síntesis profesional
Reliable Customer Service Professional with proven experience in legal disability intake and retention environments. I adapt quickly to new systems, master processes fast, and consistently meet high performance standards. Dedicated to providing empathetic support, clear communication, and precise record-keeping.
Información general
1
1
Language
5
5
years of professional experience
Experiencia laboral
Customer Service Representative
XO Latam
Zapopan, Jalisco
07.2025 - Current
- Handled inbound and outbound consultations for prospective clients seeking legal representation for SSI and SSDI benefits.
- Conducted structured intakes to evaluate eligibility, gathering detailed work histories, medical conditions, and active medications.
- Partnered directly with Approval Specialists to review claim details and secure fast sign-offs on viable cases.
- Managed retainer agreements from issuance to completion, guiding clients through required documentation and clarifying any questions.
- Maintained high QA standards by active listening, showing empathy during sensitive conversations, and ensuring precise data collection (spelling legal names, confirming DOBs, and verifying contact details).
Customer Service Representative
Beliveo
Guadalajara, Jalisco
10.2021 - 11.2022
- Handled high-volume inbound calls from existing Xfinity customers seeking to cancel or downgrade their cable, internet, or phone services.
- Actively listened to identify customer pain points, budget concerns, or service issues to effectively de-escalate dissatisfied accounts.
- Presented tailored product packages, promotional discounts, and custom service solutions to overcome objections and retain customer business.
- Consistently met and exceeded key performance indicators (KPIs) for account retention, customer satisfaction (CSAT), and call quality standards.
- Managed account updates and promotional adjustments accurately in customer management databases during live interactions.
Competencias
- Customer Retention & De-escalation
- Legal Intake & Claims Evaluation (SSI / SSDI)
- Active Listening & Empathy
- Inbound & Outbound Calling
- Quality Assurance (QA) Compliance
- Customer Negotiation & Objection Handling
- Client Onboarding & Document Verification
Languages
inglés
First language
Cronología
Customer Service Representative
XO Latam
07.2025 - Current
Customer Service Representative
Beliveo
10.2021 - 11.2022