Juan Carlos Cuevas
Tijuana
Summary
Compassionate and skilled customer service representative with a strong background in bilingual support and relationship management. Demonstrated expertise in critical thinking and professional telephone demeanor, ready to enhance service processes and drive customer satisfaction.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Integon Insurance
Tijuana, Baja California, Mexico
08.2024 - 06.2025
- Assisted customers with inquiries and issues, ensuring timely resolutions.
- Utilized CRM software to track customer interactions and manage service requests.
- Collaborated with team members to improve service processes and enhance customer satisfaction.
- Processed changes and payments, maintaining accurate records in internal systems.
- Provided product information, guiding customers through features and benefits effectively.
- Adapted quickly to changing priorities while maintaining high service standards.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Customer Service Representative
TaskUs
Tijuana, Baja California, Mexico (Remote)
05.2022 - 10.2023
- Collaborated with team members to improve service delivery processes and enhance customer satisfaction.
- Processed orders and returns efficiently, maintaining accurate records in internal systems.
- Provided product information, guiding customers through features and benefits effectively.
- Developed knowledge of company policies to address customer concerns consistently.
- Contributed to a positive team environment by supporting colleagues during peak periods.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Collections Agent
CCSI International
Tijuana, Baja California, Mexico
06.2020 - 01.2022
- Managed collections for delinquent accounts, ensuring compliance with company policies and regulations.
- Resolved customer inquiries regarding payment plans and account statuses efficiently.
- Conducted regular follow-ups with customers to facilitate timely payments and maintain relationships.
- Utilized CRM software to track interactions, document account activities, and manage collection efforts.
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
Bilingual Customer Service Representative
Baja Call Center
Tijuana, Baja California, Mexico
02.2017 - 03.2019
- Delivered exceptional bilingual support to enhance customer satisfaction and retention.
- Resolved customer inquiries efficiently through various communication channels, ensuring timely responses.
- Collaborated with team members to streamline processes for improved service delivery.
- Managed complex escalations, providing resolutions that aligned with company policies and standards.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
Education
GED -
Ventura High School
Ventura, California03-1990
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Complaint handling
- Payment processing
- Customer satisfaction measurement
- Professional telephone demeanor
Accomplishments
- Customer Relations - Achieved the highest ratings for customer satisfaction across the entire company.
- Monetary Transactions - Managed cash, check, credit, and automatic debit card transactions with flawless accuracy.
- Promoted products and encouraged customers to upgrade their existing product plans.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
Timeline
Customer Service Representative
Integon Insurance
08.2024 - 06.2025
Customer Service Representative
TaskUs
05.2022 - 10.2023
Collections Agent
CCSI International
06.2020 - 01.2022
Bilingual Customer Service Representative
Baja Call Center
02.2017 - 03.2019
GED -
Ventura High School