Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

Myrna Rosales Gracia

Tampico

Summary

Dynamic customer service professional with extensive experience at Systems Tech, excelling in conflict resolution and upselling techniques. Bilingual in Spanish and English, I consistently achieved high customer satisfaction through active listening and personalized service, contributing to sales growth and fostering strong client relationships. Proven ability to meet performance metrics and enhance customer loyalty.

Overview

8
8
years of professional experience

Work History

Customer Service Representative

Systems Tech
09.2024 - Current
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.

Bilingual Customer Service Representative

Propel Holdings
10.2021 - 08.2024
  • Assisted customers with Spanish-language inquiries in a timely and professional manner.
  • Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
  • Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
  • Met all call quality standards and daily quotas for first-call resolution.
  • Supported company growth by consistently meeting or exceeding performance metrics for call handling, first contact resolution, and customer satisfaction.
  • Utilized advanced knowledge of products and services to provide accurate information to customers while upselling when appropriate.

Loan Officer

National Money Mart
10.2017 - 09.2020
  • Assisted clients in selecting appropriate loan products for their needs, resulting in higher customer satisfaction.
  • Maintained strict confidentiality of bank records and client information.
  • Submitted loan applications to underwriter for verification and recommendations.
  • Delivered exceptional customer service by promptly addressing client concerns and resolving issues as they arose during the lending process.

Education

Bachelor of Arts - Accounting And Finance

University of Tamaulipas
Tampico, Tamaulipas

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Time management
  • Problem-solving
  • Goal oriented
  • Product knowledge
  • Conflict resolution
  • Call center experience
  • Relationship building
  • Sales techniques
  • Cold calling
  • Bilingual Spanish English

Timeline

Customer Service Representative

Systems Tech
09.2024 - Current

Bilingual Customer Service Representative

Propel Holdings
10.2021 - 08.2024

Loan Officer

National Money Mart
10.2017 - 09.2020

Bachelor of Arts - Accounting And Finance

University of Tamaulipas

Similar Profiles

CREATE PROFILE
Myrna Rosales Gracia