Maria Fernanda Hernandez Garcia
Mexico City,CMX
Summary
Enthusiastic customer care executive committed to consistent growth while providing consumers superb care and resolution. Excellent verbal and written communication skills through multiple interfacing activities with varying clientele. Consistently exceed expectations by exploring customer requests and various ways to add value to customer care experience.
Overview
2
2
years of professional experience
Work History
Customer Care Executive
Foundever
State Of Mexico, Mexico.
03.2024 - Current
- Enhanced customer satisfaction by resolving inquiries effectively and efficiently.
- Managed a high volume of inbound calls, multitasking effectively to address diverse customer needs simultaneously.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Reduced customer complaints with proactive issue identification and resolution strategies.
- Provided customers with updates and periodic statements on service developments and changes in trends.
- Collected customer information and analyzed customer needs to recommend potential products or services.
- Served as a key point of contact for escalated issues, diffusing tension and ensuring prompt resolution.
- Provided expert advice on products/services that align with individual client requirements to drive optimal outcomes for both parties.
- Explained online self-help options to customers to promote additional and after-hours support choices.
Collections Agent
Call Center Services International
01.2023 - 09.2023
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Streamlined the collections process for increased efficiency with detailed record-keeping and timely followups.
- Enhanced client satisfaction with timely resolution of disputes and clarification of billing issues.
- Carried out processes to complete return of goods to customer in a timely fashion.
- Maintained detailed records of customers' interactions, ensuring proper follow-up and resolution of issues.
Customer Service Representative
Akro BPO
10.2022 - 12.2022
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Education
High School Diploma -
Robert Turner College And Career High School.
06.2020
Skills
- Effective Communication
- Conflict Resolution
- Punctuality
- Prioritization
- De-Escalation Techniques
Languages
Spanish
Bilingual or Proficient (C2)
Timeline
Customer Care Executive
Foundever
03.2024 - Current
Collections Agent
Call Center Services International
01.2023 - 09.2023
Customer Service Representative
Akro BPO
10.2022 - 12.2022
High School Diploma -
Robert Turner College And Career High School.