Marco Romero
Psychologist And Customer Service Enthusiast
Ciudad de México
Summary
Bilingual customer service specialist with a background in psychology and several years of experience across diverse industries including telecommunications, automotive collections, sales, hospitality, and field services. Skilled in communication, problem solving, and customer retention with a proven ability to adapt and learn quickly.
Overview
12
12
years of professional experience
2
2
Languages
Work History
Hunting Concierge
Mexico Outfitters Unlimited
Hermosillo, Sonora
12.2018 - Current
- Coordinated logistics and accommodations for international hunters.
- Assisted staff in food service and guest experience.
Collections Agent (Toyota)
TKM Customer Solutions
Mexico City, Mexico City
02.2023 - 01.2024
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Counseled debtors on payment options and arranged installment agreements.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
Customer Service Representative (Verizon)
TTEC Mexico
Ciudad De México
04.2022 - 12.2023
- 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 technical, billing, and account issues with clarity and empathy.
Credit Repair Sales Agent
Daltek
Hermosilllo, Sonora
03.2020 - 12.2021
- Engaged with potential clients to explain credit repair services and assess their financial needs.
- Sold tailored credit improvement plans while maintaining compliance with financial regulations.
- Built strong client relationships and consistently met monthly sales targets through follow-ups and trust-based selling.
Server
La Barcaza Oyster Bar
Hermosillo, Sonora
03.2018 - 12.2018
- Served food and beverages promptly with focused attention to customer needs.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Maintained a clean and orderly dining area for an enjoyable guest experience.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
Server
Mare Oyster Bar
12.2016 - 11.2017
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
Software Tester
CROL
09.2013 - 09.2015
- Defined and identified test cases for new application development.
- Improved software quality by executing thorough test cases and identifying critical defects.
- Optimized test cases to maximize success of manual software testing.
- Wrote and optimized test cases to maximize success of manual software testing with consistent, thorough approaches.
Education
Bachelor's - Psychology
Universidad Del Valle De México
Hermosillo, Sonora, Mexico 05.2001 -
Skills
Customer service
Reservations management
Telephone etiquette
Problem-solving
Relationship Building
Medical interpretation (English/Spanish)
Conflict resolution and negotiation
Fast learner and adaptive
Customer retention strategies
Timeline
Collections Agent (Toyota)
TKM Customer Solutions
02.2023 - 01.2024
Customer Service Representative (Verizon)
TTEC Mexico
04.2022 - 12.2023
Credit Repair Sales Agent
Daltek
03.2020 - 12.2021
Hunting Concierge
Mexico Outfitters Unlimited
12.2018 - Current
Server
La Barcaza Oyster Bar
03.2018 - 12.2018
Server
Mare Oyster Bar
12.2016 - 11.2017
Software Tester
CROL
09.2013 - 09.2015
Bachelor's - Psychology
Universidad Del Valle De México
05.2001 -
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