Michelle Flores Serritos

Work History

ResultsCX

Guaymas

01.2023 - 04.2023

Utilized databases, logs and application sources to locate and verify information.
Communicated with management when customer issues escalated and worked to find resolutions.
Documented customer service policies, scripts and procedures in English
Developed a deep understanding of customer service principles and customer service best practices.
Maintained and managed customer files and databases.
Responded to customer calls and emails to answer questions about products and services.
Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
Managed timely and effective replacement of damaged or missing products.

Nextiva

Guaymas

10.2022 - 01.2023

Developed and maintained courteous and effective working relationships.
Developed strong communication and organizational skills through working on group projects.
Adaptable and proficient in learning new concepts quickly and efficiently.
Demonstrated a high level of initiative and creativity while tackling difficult tasks.
Learned and adapted quickly to new technology and software applications.
Gained extensive knowledge in data entry, analysis and reporting.
Worked flexible hours across night, weekend and holiday shifts.
Used critical thinking to break down problems, evaluate solutions and make decisions.
Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
Explained technical information in clear terms to non-technical individuals to promote better understanding.
Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
Explained technical information in clear terms to promote better understanding for non-technical users.

Teleperformance

Hermosillo, Sonora

09.2021 - 10.2022

Resolved concerns with products or services to help with retention and drive sales.
Upsold or cross-sold products and services when appropriate to fulfill customer needs or provide additional benefits.
Updated and maintained information in customer accounts.
Processed orders, credits and tracked returns.
Performed support ticket transaction resolution tasks and administrative functions.
Responded to customer calls and emails to answer questions about products and services.
Initiated outbound calls to respond to inquiries and to follow-up with previous contacts.
Communicated with management when customer issues escalated and worked to find resolutions.
Identified and responded to customer requests and concerns through email, online chat, and phone for both English and Spanish speaking customers.
Achieved outstanding ratings on Email Handle Time (EHT), Chat Handle Time (CHT), Phone Handle Time (PHT) and Quality and Voice of Customer (VOC).
Answered up to 70 calls per day in busy, fast-paced office for both English and Spanish speaking customers.
Identified and responded to customer requests and concerns through email, online chat and phone for both English and Spanish speaking customers.

Centenario Autoshop

Guaymas, Sonora

08.2019 - 08.2021

Served as point of contact between clients and managerial staff.
Maintained and organized all shared drives, documents and spreadsheets in Google Workspace.
Experienced with productivity tools such as Slack, Zoom, Google Docs and Sheets, ClickUp and Asana.
Answered phone calls and addressed customer questions and concerns to promote satisfaction and continued business.
Provided multifaceted services to professionals by managing mail, scheduling appointments and other administrative tasks.
Oversaw personal and professional calendars and coordinated appointments for future events.
Provided general administrative support including scheduling meetings, making travel arrangements and managing documentation.
Maintained appropriate filing of personal and professional documentation.
Sourced and ordered office equipment and supplies.