Javier Armando Gonzalez Cervantes
Customer Service Representative
Summary
Proven Customer Service Representative with a track record of enhancing customer satisfaction for Intugo and Teleperformance. Excelled in problem-solving and active listening, significantly improving client communication and support. Managed teams to meet KPIs effectively, demonstrating strong leadership and computer proficiency. Achieved notable success in high-stress situations, ensuring customer loyalty and retention.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Intugo
12.2020 - Current
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Position includes incoming calls, outbound calls and chats.
- Different type of issues / Scenarios each call, no scripted lines.
- Company that I worked for inside of Intugo is called Internet Brands which has several child companies, one of these is called Demandforce where we help business use their online portal in order to send out communications (mass emails, texts, appointment reminders etc.) out to their clients.
Customer Service Representative
Intugo Plaza Girasol
08.2014 - 01.2019
- As a supervisor I managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts for Virgin Mobile customers.
- Managed an average of 10-15 agents on my team, my tasks included individual Q/A and feedback for each agent on my team, group feedback sessions and making sure all KPI's were on goal as a team.
- Also worked for Taget.com (Online retail) where I helped clients place online orders and helped them with any problems with their existing orders
- First 2 months working at Intugo I was assigned to a company called Transamerica where we sold life insurance plans and memberships
Customer Service Representative
Teleperformance
06.2013 - 06.2014
- Answered constant flow of customer calls with minimal wait times.
- Worked in for a line of business called Third Party Verification (TPV) where we verified orders made by DirecTV clients and a sales person, we made sure that they understood everything in their order before they paid for it
- Followed a pre-made script
Education
No Degree - Accounting
Universidad De Sonora
Hermosillo 05.2001 -
Skills
Customer Service
Active Listening
Product Knowledge
Call Management
Problem-solving abilities
Computer Proficiency
Live chat support
Technical Support
Languages
Spanish
English
Timeline
Customer Service Representative
Intugo
12.2020 - Current
Customer Service Representative
Intugo Plaza Girasol
08.2014 - 01.2019
Customer Service Representative
Teleperformance
06.2013 - 06.2014
No Degree - Accounting
Universidad De Sonora
05.2001 -
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