Luis Gustavo Flores Garcia
Tecate
Summary
Proven track record in enhancing customer loyalty and satisfaction at Fusion BPO Services, adept in complaint resolution and critical thinking. Skilled in both customer service and computer proficiency, consistently resolved complex issues, leading to significant improvements in client relations and operational efficiency.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Fusion BPO Services
08.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- 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
First Contact ACI
08.2021 - 10.2023
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Floor Associate
Grupo PETSA
02.2021 - 08.2021
- Assisted coworkers when needed to ensure all tasks were completed efficiently, fostering teamwork within the store environment.
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Increased customer satisfaction by providing excellent product knowledge and timely assistance on the sales floor.
- Answered questions about store policies and addressed customer concerns.
Irrigation Technician
Indianapolis
02.2018 - 01.2019
- Installed irrigation systems for all types of customers, both residential, and commercial.
- Troubleshot complex issues within existing irrigation systems to identify root causes and implement lasting solutions.
- Supervised installation work of other technicians to make sure systems were fully operational.
- Improved irrigation system efficiency by conducting regular inspections and maintenance tasks.
Technical Support Representative
Plantronics Inc.
11.2014 - 11.2018
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
Reservations Manager
Estero Beach Hotel/Resort
01.2013 - 11.2014
- Maintained strong relationships with key clients, resulting in repeat business and increased bookings.
- Assisted front office staff in managing walk-ins or last-minute changes during peak periods, maintaining smooth operations and guest satisfaction levels.
- Effectively resolved guest issues related to reservations, resulting in satisfied customers and positive reviews.
- Conducted regular audits of reservation records, maintaining accuracy and reducing discrepancies.
Education
High School Diploma -
Mount Miguel Highschool
San Diego California08.2008
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Call center experience
- Computer Proficiency
- Complaint resolution
- Client Relations
Timeline
Customer Service Representative
Fusion BPO Services
08.2023 - Current
Customer Service Representative
First Contact ACI
08.2021 - 10.2023
Floor Associate
Grupo PETSA
02.2021 - 08.2021
Irrigation Technician
Indianapolis
02.2018 - 01.2019
Technical Support Representative
Plantronics Inc.
11.2014 - 11.2018
Reservations Manager
Estero Beach Hotel/Resort
01.2013 - 11.2014
High School Diploma -
Mount Miguel Highschool
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