Monica Esmeralda Rojas
Assistente De Recursos Humanos Y Agente Bilingue De Call Center
Salvatierra, Guanajuato
Summary
Dynamic customer service professional with extensive experience at Cybercity Call Center, excelling in complaint resolution and customer relationship management. Proven ability to enhance client satisfaction and foster loyalty through effective communication and problem-solving skills. Recognized for reducing call handling time while maintaining high-quality interactions in fast-paced environments.
Overview
20
20
years of professional experience
1
1
Language
Work History
Agente De Call Center
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.
Recepcionista
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.
Call Center Agent, Inbound Sales
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.
Shift Leader
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.
Education
No Degree -
05.2001 -
Skills
Customer service
Customer relationship management
Call control
Data entry
Complaint resolution
Technical support
Customer communications
Account updating
Problem-solving skills
Timeline
Agente De Call Center - Cybercity Call Center
02.2023 - 02.2025
Recepcionista - Cybercity Call Center
02.2022 - 01.2024
Call Center Agent, Inbound Sales - Telvista Hipodromo
01.2019 - 03.2021
Shift Leader - Carl's Jr
09.2004 - 01.2014
Costa Mesa High School - No Degree,
05.2001 -