MIGUEL ANGEL CAZARES PALACIOS
Customer Service Analyst
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
7
7
years of professional experience
Work History
Service Desk Analyst
One Support
01.2024 - Current
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Engaged in user support interactions via telephone, chat and email platforms.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
Cruise Reservation Agent
Celebrity Cruises
12.2021 - 9 2023
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Maintained high levels of efficiency by managing multiple phone lines and email correspondence for reservation requests and adjustments.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Boosted revenue with upselling additional services such as room upgrades, meal plans, and special event bookings.
- Worked closely with front desk to achieve full occupancy of property.
Property Management Assistant
Anequim
12.2020 - 11.2021
- Verified income, assets, and expenses, and completed file tracking sheet for each applicant.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
- Prepared and maintained accurate records of tenant communication, lease agreements, and payment history for streamlined operations.
Sales Agent
Porch
09.2019 - 08.2020
- Increased sales revenue by consistently meeting and exceeding sales targets.
- Assisted call-in customers with questions and orders.
- Developed strong relationships with clients through excellent customer service and regular followups.
- Leveraged CRM software to efficiently track leads, manage contacts, and monitor progress toward goals.
Dispatch Operator
Qualfon
01.2018 - 09.2019
- Assisted in developing performance metrics for the dispatch team, promoting a goal-oriented work environment that led to higher productivity levels.
- Implemented new protocols for handling emergency situations, improving overall safety measures within the organization.
- Reduced response times for emergency services with efficient dispatching of appropriate units.
- Enhanced dispatch operations by streamlining communication processes between drivers and customers.
Education
Foy H. Moody High School
08.2004 - 2008.05
Skills
Excellent customer service skills
Languages
Spanish
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Timeline
Service Desk Analyst
One Support
01.2024 - Current
Cruise Reservation Agent
Celebrity Cruises
12.2021 - 9 2023
Property Management Assistant
Anequim
12.2020 - 11.2021
Sales Agent
Porch
09.2019 - 08.2020
Dispatch Operator
Qualfon
01.2018 - 09.2019
Foy H. Moody High School
08.2004 - 2008.05
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