Maria Alejandra Tellez Bernal
Bilingual Agent
Jose Lopez Portillo
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Overview
1
1
year of professional experience
Work History
Customer Care Representative
Teleperformance / J.P.Morgan Chase
10.2023 - 03.2024
- Promptly responded to inquiries and requests from prospective customers.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
- Provided primary customer support to internal and external customers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Updated account information to maintain customer records.
- Handled customer inquiries and suggestions courteously and professionally.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Educated customers about billing, payment processing and support policies and procedures.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Care Representative
Firstsource Solutions / Freedom Mortgage
01.2023 - 08.2023
- Contributed to team success, consistently achieving call center performance metrics.
- Monitored social media platforms for any customer complaints or inquiries, addressing them promptly through appropriate channels.
- Implemented and developed customer service training processes.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Responded proactively and positively to rapid change.
- Communicated with clients regarding account services, statements, and balances.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Maintained and managed customer files and databases.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered prompt service to prioritize customer needs.
- Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Navigated multiple computer systems and applications to find information.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Continuously sought self-improvement opportunities through ongoing education and professional development programs related to the field of customer care.
- Delivered comprehensive product support, assisting customers with troubleshooting and usage guidance.
- Investigated and resolved customer inquiries and complaints quickly.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Trained new personnel regarding company operations, policies and services.
- Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
- Managed high call volume with exceptional professionalism and efficiency.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Strengthened communication skills through regular interactions with others.
- Proved successful working within tight deadlines and a fast-paced environment.
- Cultivated interpersonal skills by building positive relationships with others.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Proven ability to learn quickly and adapt to new situations.
- Identified issues, analyzed information and provided solutions to problems.
- Paid attention to detail while completing assignments.
- Skilled at working independently and collaboratively in a team environment.
Education
Bachelor of Applied Science in Information Technology - Baccalaurate
Universidad Insurgentes
Tlalpan, Mexico City, Mexico 05.2001 -
Skills
Timeline
Customer Care Representative
Teleperformance / J.P.Morgan Chase
10.2023 - 03.2024
Customer Care Representative
Firstsource Solutions / Freedom Mortgage
01.2023 - 08.2023
Bachelor of Applied Science in Information Technology - Baccalaurate
Universidad Insurgentes
05.2001 -
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