Monica Esmeralda Rojas

Work History

Cybercity Call Center

02.2023 - 02.2025

Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
Managed high call volumes while providing exceptional customer support and maintaining professional composure.
Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.

Cybercity Call Center

02.2022 - 01.2024

Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
Responded to inquiries from callers seeking information.
Resolved customer problems and complaints.
Confirmed appointments, communicated with clients, and updated client records.
Answered phone promptly and directed incoming calls to correct offices.
Kept reception area clean and neat to give visitors positive first impression.
Answered central telephone system and directed calls accordingly.
Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
Handled cash transactions and maintained sales and payments records accurately.

Telvista Hipodromo

01.2019 - 03.2021

Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
Contributed to achieving departmental goals by consistently meeting individual performance metrics.
Participated in ongoing training programs to enhance product knowledge and stay current on industry trends or changes in policies and procedures.
Efficiently managed a high volume of calls while maintaining composure under pressure.
Increased customer satisfaction by efficiently handling inbound calls and addressing customer inquiries.
Utilized CRM software to track customer interactions, streamlining the sales process for improved productivity.
Boosted sales revenue by effectively promoting products and services to potential customers.
Assisted customers with order placement, ensuring accurate and timely delivery of products or services.

Carl's Jr

09.2004 - 01.2014

Trained new employees and delegated daily tasks and responsibilities.
Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
Collaborated with other shift leaders to maintain consistent standards across all shifts, promoting a cohesive workplace culture.
Enforced company policies and regulations with employees.
Managed inventory and ordered supplies to keep location well stocked with necessary supplies.
Served as a reliable point-of-contact for upper management when needed, effectively communicating any issues or successes from daily operations.
Managed shift operations, supplied resources and monitored team performance to keep business profitable and running smoothly.
Oversaw daily cash handling procedures, maintaining accurate records and minimizing discrepancies.