Nancy Janeth Gallardo Lopez
Psychology Degree
Tijuana ,Baja California
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Experienced Customer Service Representative with 11 years of experience working in busy, fast-paced call center. Committed to providing prompt, quick and accurate service to large volume of incoming calls. Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Representative
TaskUS SA de CV
04.2021 - Current
- Handled day-to-day customer contact via chat and emails.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Built positive rapport and relationships for high levels of customer satisfaction.
- Increased efficiency and performance by monitoring team member productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained up-to-date knowledge of product and service changes.
- Increased efficiency and team productivity by promoting operational best practices.
- Promptly responded to inquiries and requests from prospective customers.
- Handled customer inquiries and suggestions courteously and professionally.
- Maintained professional, organized, and safe environment for employees.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Exhibited high energy and professionalism when dealing with clients and staff.
Customer Service Specialist
Motiva Contact Center
09.2017 - 02.2021
- Negotiated, facilitated, and managed real estate transactions.
- Managed contracts, negotiations, and all aspects of sales to finalize purchases and exceed customer expectations.Actively listened to customers, handled concerns quickly.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Provided primary customer support to internal and external customers.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
Customer Service Representative
MDY Contact Center
10.2014 - 04.2017
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Investigated and resolved accounting, service and delivery concerns.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Attended telephone skills and program information training sessions to boost aptitude.
- Resolved concerns with products or services to help with retention and drive sales.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Documented and detailed calls and complaints using call center's CRM database.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Addressed customer account discrepancies and concerns.
Seller Support Agent
Solucenter International
06.2013 - 10.2014
- Communicated with clients to understand property needs and preferences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Increased efficiency and team productivity by promoting operational best practices.
- Reached out to customers after completed sales to suggest additional service or product purchases.
Education
Masters Degree - Masters Degree Cognitive Behavioral Psychotherapy
Universidad Xochicalco
Tijuana Baja California, Mexico12.2023
Specialist in Psychology -
Universidad Humanitas, Campus Tijuana
Tijuana, BCN2022
Associate of Business Administration -
CONALEP Tijuana II
Tijuana2013
High School Diploma -
Escuela Secundaria Tecnica 21
Tijuana2009
Skills
- Account Updating
- Product Knowledge
- Report Generation
- Information Security
- Paperwork Processing
- Complaint Resolution
- Consultative Sales
- Appointment Scheduling
- Sales Expertise
- Call Center Operations
- Customer Service
- Technical Troubleshooting
- LiveChat
- Customer Satisfaction
- Customer Support
- Sales Strategy
Certification
- Psychotherapeutic strategies for controlling anger and impulsivity diploma - 2022
- Inner Child Healing Diploma Course - 2022
- Psychotherapeutic strategies to control anger and impulsivity - 2022
- Thanatology Diploma Course - 2023
Languages
Inglés
Upper intermediate (B2)
English
Intermediate (B1)
Timeline
Customer Service Representative
TaskUS SA de CV
04.2021 - Current
Customer Service Specialist
Motiva Contact Center
09.2017 - 02.2021
Customer Service Representative
MDY Contact Center
10.2014 - 04.2017
Seller Support Agent
Solucenter International
06.2013 - 10.2014
Masters Degree - Masters Degree Cognitive Behavioral Psychotherapy
Universidad Xochicalco
Specialist in Psychology -
Universidad Humanitas, Campus Tijuana
Associate of Business Administration -
CONALEP Tijuana II
High School Diploma -
Escuela Secundaria Tecnica 21
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