Mayra Carolina Galindo
Professional Service
Hermosillo
Summary
Equipped with problem-solving abilities, willingness to learn, and excellent communication skills. Ready to contribute to team success and achieve positive results. Tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills.
Overview
9
9
years of professional experience
Work History
Professional Services
Listen Trust
Hermosillo, Sonora, Mexico
05.2021 - Current
- Specializing in script development, I played a pivotal role in helping clients create, refine, and implement customized call scripts for agents in customer service, sales, and donation-focused campaigns. My focus was on ensuring that scripts were both effective and adaptable, enabling agents to deliver clear, consistent, and engaging customer interactions while driving conversions and enhancing customer satisfaction.
- Created scripts for diverse call scenarios, such as product inquiries, cross-selling/upselling opportunities, troubleshooting, handling objections, donation requests, and resolving customer complaints.
- Configuration and optimization of telephony systems to ensure smooth communication channels for both agents and customers. Set up automated call routing, call queues, and IVR systems to optimize call flow and reduce wait times. Provided troubleshooting and support for telephony issues to ensure uninterrupted service.
- Provided ongoing support for backend systems, including troubleshooting, system updates, and ensuring integration with telephony and sales systems.
QA Analysis
Listen Trust
Hermosillo, Sonora, Mexico
03.2018 - 05.2021
- Conducted comprehensive audits of customer service calls to assess adherence to company protocols, communication standards, and overall customer satisfaction. Reviewed calls across various performance metrics, including tone, professionalism, accuracy of information, and resolution effectiveness
Customer Service Agent
Listen Trust
Hermosillo, Sonora, Mexico
05.2016 - 03.2018
- Delivered comprehensive assistance to customers by diagnosing and troubleshooting product issues, from basic assembly questions to more complex operational malfunctions. Provided clear, step-by-step guidance to resolve concerns, ensuring customers had a positive experience and were able to maximize the use of their NutriBullet products.
Education
Bachelor of Arts - English Education
Universidad Estatal De Sonora
Hermosillo, Sonora, Mexico 05.2001 -
Skills
Friendly, positive attitude
Teamwork and collaboration
Customer service
Problem-solving
Flexible and adaptable
Timeline
Professional Services
Listen Trust
05.2021 - Current
QA Analysis
Listen Trust
03.2018 - 05.2021
Customer Service Agent
Listen Trust
05.2016 - 03.2018
Bachelor of Arts - English Education
Universidad Estatal De Sonora
05.2001 -