Ámbar Reneé Estrada Villegas
Ciudad Juárez
Summary
Experienced Customer Service Representative fluent in English and Spanish language. Professional employee dedicated to providing excellent service to current and new customers. Comfortable working in fast-paced environment attending to customer service needs including incoming calls, product questions, issue resolution and order processing.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Bilingual Customer Service Agent
Infolink-exp
08.2023 - 07.2024
- Facilitated smooth communication between clients and technical support teams, improving resolution times.
- Provided comprehensive product information to international customers, fostering trust and loyalty.
- Used bilingual skills to translate and localize customer service content for diverse audiences.
- Monitored customer account inquiries, providing accurate information to resolve service complaints and ensure customer satisfaction.
- I was awarded the position of QA Assistant and learned TCX (Transformational Customer Experience).
- Constantly monitored surveys and customer feedback to develop corrective actions for service-related issues.
Publicist
Le'Puff Smoke Shop
02.2022 - 11.2022
- Evaluation of the success of campaigns carried out and definition of the way forward.
- Analysis of metrics and qualitative data collected from various sources.
- Management of content and social media strategy.
Interdisciplinary collaboration and support to achieve effective advertising campaigns. - Definition of objectives, tools, and execution timelines for each project.
- Creation and management of marketing and advertising campaigns.
- Proposing improvements and ideas to optimize the applied strategies.
- Interaction with the target audience through various communication channels.
- Design and implementation of digital marketing plans.
Customer service ensuring high-quality service. - Collaboration with colleagues to facilitate the achievement of objectives.
Bilingual Customer Service Agent
Teleperformance
08.2022 - 09.2022
- Identification of the causes of potential customer technical issues and resolution of the same.
- Remote assistance to solve incidents and provide follow-up information.
- Effective management of incoming and outgoing emails and calls in different languages.
- Initial evaluation of problems and referral to technical services.
- Personalized user support, providing information and resolving questions and incidents.
- Helping customers identify and understand issues calmly and in detail.
- Recording customer information and inquiries in the system.
- Handling refunds, exchanges, and other post-sale issues.
- Assisting customers via phone, chat, and email.
Work From Home Agent
CMI
01.2020 - 06.2020
- Handling calls and responding to customer tickets through the company's own tools.
- Leveraging customer technical support calls to market the company's products and services.
- Providing a detailed explanation of all legal warranty details and conditions in new customer contracts.
- Identifying the causes of potential technical issues experienced by customers and resolving them.
- Proper and efficient use of corporate tools available to address customer requests
Quality Supervisor
DataXport
09.2018 - 01.2019
- Periodic supervision of product quality during the different stages of production.
- Visual, dimensional, and functional inspection of products in accordance with applicable current procedures.
- Supervision of the quality process, keeping track of actual efficiencies, times, and movements.
Education
Advertising - trunca
UACJ
High School -
Tec Milenio
2015
Skills
- Incoming and outgoing calls
- Proficiency in MS Office
- Creation of advertising campaigns
- Creative thinking
- Adaptability
- Digital marketing
- Metrics analysis
- Proficiency in Photoshop
- Excel
- Illustrator
- Photography
- Technological skills
- Kindness and friendliness
- Multi-tasking
- Telephone manners
- Written and verbal communication skills
- Solution development
- Patient attitude
- Customer service expert
- Empathetic communication
- Quality Control
Languages
English
Advanced
C1
Spanish
Proficient
C2
Certification
- TCX certified
Timeline
Bilingual Customer Service Agent
Infolink-exp
08.2023 - 07.2024
Bilingual Customer Service Agent
Teleperformance
08.2022 - 09.2022
Publicist
Le'Puff Smoke Shop
02.2022 - 11.2022
Work From Home Agent
CMI
01.2020 - 06.2020
Quality Supervisor
DataXport
09.2018 - 01.2019
Advertising - trunca
UACJ
High School -
Tec Milenio
- TCX certified
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