Maria Del Socorro Telles Rodriguez
Customer Service Rep. / Data Analyst
Monterrey, Nuevo León
Summary
Accomplished Data Analyst and Customer Support Specialist with a proven track record at Sutherland Global Service and Atos Global IT Solutions. Expert in utilizing CRM systems and data visualization tools to enhance customer satisfaction and business insights. Skilled in active listening and problem-solving, significantly improving service quality and operational efficiency.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
17
17
years of professional experience
Work History
Customer Support Specialist
Sutherland Global Service
03.2023 - Current
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
- Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
- Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
Data Analyst
Atos Global IT Solutions And Services
02.2019 - 03.2023
- Utilized data visualization tools to effectively communicate business insights.
- Collaborated with IT to ensure data security measures were in place, safeguarding sensitive information.
- Enhanced team's analytical capabilities with training on latest data analysis tools and techniques.
- Enabled more personalized customer experiences by analyzing behavior patterns and preferences.
- Provided technical support for troubleshooting analytics and reporting issues.
Customer Service Representative
TELEPERFORMANCE
02.2017 - 01.2019
- 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.
Insurance Specialist
CMS IT Services
12.2012 - 12.2016
- Followed up on denials, late payments, extensions and other special circumstances.
- Strengthened client relationships through consistent follow-ups, ensuring timely renewals and retention.
- Proactively addressed potential risks by conducting thorough reviews of clients'' policies for coverage gaps.
- Improved operational efficiency by developing procedures for processing claims, payments, and endorsements.
Customer Care Representative
Teleperformance
03.2008 - 11.2015
- Assisted call-in customers with questions and orders.
- Managed high call volume with exceptional professionalism and efficiency.
- 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.
Education
No Degree - Nursing Education
SAN ANTONIO COLLEGE
SAN ANTONIO , TEXAS 02.1995 - 06.1997
High School Diploma -
HEALY MURPHY HIGH SCHOOL
SAN ANTONIO, TEXAS 05.2001 -
Skills
Active listening
Customer service excellence
Time management
Customer relationship management (CRM)
Decision-making
Problem-solving
Product knowledge
Timeline
Customer Support Specialist
Sutherland Global Service
03.2023 - Current
Data Analyst
Atos Global IT Solutions And Services
02.2019 - 03.2023
Customer Service Representative
TELEPERFORMANCE
02.2017 - 01.2019
Insurance Specialist
CMS IT Services
12.2012 - 12.2016
Customer Care Representative
Teleperformance
03.2008 - 11.2015
High School Diploma -
HEALY MURPHY HIGH SCHOOL
05.2001 -
No Degree - Nursing Education
SAN ANTONIO COLLEGE
02.1995 - 06.1997
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