Juan Pablo Zavala Cortes
Bilingual Customer Service
Ciudad de Mexico
Summary
Experienced customer service professional skilled in enhancing satisfaction and optimizing processes. Demonstrates strong communication skills and a proactive problem-solving approach. Proven track record of leadership and fostering customer loyalty.
Overview
3
3
years of professional experience
Work History
Bilingual Customer Service Agent
Telvista
Mexico
3 2024 - Current
- Customer Assistance: Provide information and assistance to customers regarding flight schedules, availability, prices, and travel policies.
- Booking Reservations: Make and modify flight reservations for customers, ensuring accuracy and compliance with Aeromexico’s policies.
- Payment Processing: Handle payments, issue tickets, and send confirmations to customers. Ensure secure handling of payment information.
- Customer Support: Address customer inquiries, resolve issues related to bookings, cancellations, and changes in itinerary. Provide solutions for complaints and escalate when necessary.
- Enhanced customer satisfaction by addressing and resolving complex issues in a timely manner.
Customer Experience Advocate
Telat
01.2024 - 02.2024
- Provided exceptional customer service to a diverse clientele via phone, email, and chat
- Resolved customer inquiries and issues promptly and efficiently
- Escalated complex issues to supervisors or appropriate departments
- Maintained detailed customer records and updated account information.
Customer Service Representative
Call Center Services
11.2023 - 11.2023
- Provided exceptional customer service via phone.
Customer Service Representative
Telmark
06.2023 - 11.2023
- Provided exceptional customer service via phone, email, and in-person interactions
- Handled inquiries, complaints, and product/service issues promptly and professionally
- Managed and resolved customer escalations to ensure satisfaction and retention
- Processed orders, returns, and exchanges efficiently and accurately
- Collaborated with cross-functional teams to address customer needs and improve processes.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Customer Service Representative
Telmark Corporation
11.2021 - 03.2023
- Provided exceptional customer service via phone, email, and in-person interactions
- Handled inquiries, complaints, and product/service issues promptly and professionally
- Managed and resolved customer escalations to ensure satisfaction and retention
- Processed orders, returns, and exchanges efficiently and accurately
- Collaborated with cross-functional teams to address customer needs and improve processes.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
Customer Service Representative
Sykes
- Answering Inbound Calls Promptly and Professionally: I ensure customers receive the highest level of service by promptly addressing their inquiries and concerns
- Resolving Customer Issues Efficiently: I identify and address customer issues efficiently, using my knowledge and training to provide timely and effective solutions, aiming for a high first call resolution rate
- Providing Accurate Information: I offer accurate and up-to-date information to customers, including details about products, services, pricing, and other relevant information, maintaining a high level of accuracy
- Tracking Order Status and Providing Updates: I proactively track order status and provide customers with timely updates, exceeding their expectations by offering updates in a timely manner
- Documenting Calls Thoroughly: I document calls accurately and comprehensively in the call center software to maintain detailed and accurate customer records
- Following Scripts Effectively: When handling specific types of calls or inquiries, I adhere to predefined scripts or call flows, ensuring consistent and professional interactions.
Education
Bachiller - Comunication
Skills
Problem solving
Adaptability
Time management
Teamwork and collaborative skills
Teamwork and Collaboration
Customer Service
Problem-Solving
Time Management
Problem-solving abilities
Understanding Customer Needs
Multitasking
Timeline
Customer Experience Advocate
Telat
01.2024 - 02.2024
Customer Service Representative
Call Center Services
11.2023 - 11.2023
Customer Service Representative
Telmark
06.2023 - 11.2023
Customer Service Representative
Telmark Corporation
11.2021 - 03.2023
Bilingual Customer Service Agent
Telvista
3 2024 - Current
Customer Service Representative
Sykes
Bachiller - Comunication
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