Lilian Queb Mena
Customer Service Representative
Campeche
Summary
Dynamic customer service professional with a proven track record at Teleperformance, excelling in problem-solving and active listening. Recognized for enhancing customer loyalty through empathetic conflict resolution and effective communication. Adept at managing high-stress situations while maintaining professionalism, ensuring satisfaction and fostering strong client relationships.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Teleperformance
11.2021 - 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Administrative Assistant
HCM México
12.2017 - 05.2019
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
Retail Sales Associate
DHL
04.2014 - 05.2017
- Greeted customers and helped with product questions, selections, and purchases.
- Helped customers complete purchases, locate items, and join reward programs.
- Handled returns and exchanges professionally, resolving customer issues while adhering to company policies.
- Developed strong relationships with repeat clients, leading to increased loyalty and return visits.
Education
Bachelor Of Tourism Studies - Tourism Management
Instituto C
Campeche 03.2011
Skills
Customer service
Timeline
Customer Service Representative
Teleperformance
11.2021 - Current
Administrative Assistant
HCM México
12.2017 - 05.2019
Retail Sales Associate
DHL
04.2014 - 05.2017
Bachelor Of Tourism Studies - Tourism Management
Instituto C
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