Juan Montes
Tijuana B.C
Summary
Communicative customer service agent with 8 years of experience motivated to maintain customer satisfaction and contribute to company success. History managing customers large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
Voxcentrix
Tijuana B.C
05.2017 - 05.2026
- Assisted customers with inquiries through phone and email communication.
- Resolved customer complaints by providing effective solutions and support.
- Documented customer interactions accurately in the CRM system.
- Handled order processing and tracked shipments for timely delivery.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Provided exceptional customer service to ensure customer satisfaction.
- Resolved customer complaints promptly and efficiently.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Promoted available products and services to customers during service, account management and order calls.
Airport security guard
Don't remember
Tijuana B.C
05.2016 - 05.2017
- Coordinated with law enforcement to manage security threats and incidents.
- Assisted passengers in navigating security checkpoints efficiently.
- Documented security incidents and prepared detailed reports for management review.
- Operated surveillance equipment to detect suspicious activities within the terminal.
- Enforced airport rules, policies, and regulations related to passenger screening procedures.
- Communicated with other screening staff to promptly call attention to potential or active safety problems.
- Conducted pat-downs and hand-held wand searches of passengers when machine alarms indicated further inspection.
- Completed routine and incident-related documentation.
- Completed thorough zone searches to check for physical tampering and restricted items.
- Patrolled terminal buildings and other areas to ensure the safety of travelers and staff.
- Provided customer service support by answering questions from travelers regarding flight times and directions.
General Assistant
Construction
Tijuana B.C
05.2012 - 05.2016
- Assisted in managing daily site operations and workflow coordination.
- Maintained construction tools and equipment for optimal performance.
- Supported team members by providing necessary materials and supplies.
- Followed safety protocols to ensure a secure work environment.
- Organized job sites to enhance efficiency and accessibility of resources.
Education
CBtis 116
Tijuana B.C, B.C.Skills
- CRM software
- Complaint resolution
- Problem solving
- Effective communication
- Team collaboration
- Positive and professional
- Customer service
- Follow-up skills
- Call center procedures
- Call center experience
- High-energy attitude
- Escalation management
- Retail store support
- Customer consulting
- Customer relationship management (CRM)
Languages
Spanish
First Language
English
Advanced (C1)
C1
Timeline
Customer Service Representative
Voxcentrix
05.2017 - 05.2026
Airport security guard
Don't remember
05.2016 - 05.2017
General Assistant
Construction
05.2012 - 05.2016
CBtis 116