JOSE LUIS SOLIS ANGON
CUSTOMER SERVICE REPRESENTATIVE/WORK FORCE MANAGEMENT
Zapopan
Summary
Dynamic professional with a proven track record in customer service and workforce management, notably at TATA CONSULTANCY SERVICES. Excelled in resolving customer complaints, enhancing satisfaction, and optimizing workforce scheduling. Skilled in Microsoft Excel and active listening, consistently exceeding performance targets and recognized as a top performer.
Overview
11
11
years of professional experience
2
2
Languages
Work History
Customer Service Representative
TATA CONSULTANCY SERVICES
06.2024 - Current
- 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.
Workforce Management Analyst
HCL Technologies
10.2017 - 04.2019
- Optimized workforce scheduling by analyzing historical data and identifying trends.
- Provided real-time support during high-volume periods, ensuring adequate staffing levels and minimizing wait times.
- Coordinated closely with department heads to align workforce needs with business objectives.
- Phone skills and priority levels depending on the demand.
SALES ORDER REPRESENTATIVE
Herbalife
11.2016 - 07.2017
- Communicated with clients and customers to gather, provide and share updated information on products and services.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
Customer Service Representative
West Corporation
12.2013 - 07.2015
- Was working for Avis & Budget helping customers with their car rentals, helping them find the best option for them and offering them upgrades like GPS or additional services and amenities.
- During this time I also had the privilege to work for dignity memorial as a soft collections representative where I won a certificate for being top performer.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Education
High School Diploma -
Preparatoria Villanueva
Villanueva, Zacatecas Mexico 04.2001 -
Skills
Customer Service
Active Listening
Product Knowledge
Call Management
Microsoft Excel
Computer Proficiency
Timeline
Customer Service Representative
TATA CONSULTANCY SERVICES
06.2024 - Current
Workforce Management Analyst
HCL Technologies
10.2017 - 04.2019
SALES ORDER REPRESENTATIVE
Herbalife
11.2016 - 07.2017
Customer Service Representative
West Corporation
12.2013 - 07.2015
High School Diploma -
Preparatoria Villanueva
04.2001 -
Similar Profiles
Vrunda ChindhadeVrunda Chindhade
HR Manager at Tata Consultancy Services, TCS, Tata Consultancy Services LimitedHR Manager at Tata Consultancy Services, TCS, Tata Consultancy Services Limited
Sreya BasuSreya Basu
Procare Analyst at Tata Steel(Tata Consultancy Services)Procare Analyst at Tata Steel(Tata Consultancy Services)
Arun VArun V
Program Manager at Tata consultancy services | Financial Ombudsman ServicesProgram Manager at Tata consultancy services | Financial Ombudsman Services