Office
Omar González Pallares
Industrial Engineer
Aguascalientes
Summary
At R-pac International, excelled as a Customer Service Executive by elevating customer satisfaction and reducing call times through adept issue resolution and effective communication. Demonstrated leadership and customer relationship management skills led to improved feedback scores and fostered brand loyalty, showcasing a commitment to excellence and operational enhancement. 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.
Overview
1
1
year of professional experience
5
5
years of post-secondary education
Work History
Customer Service Executive
R-pac International
03.2023 - Current
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Described product and service details to customers to provide information on benefits and advantages.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
- Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
- Escalated critical customer issues to supervisor immediately to avoid lost revenue and canceled policies.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Developed effective strategies for managing challenging situations, resulting in positive outcomes for both customers and the organization.
- Leveraged strong interpersonal skills to build lasting relationships with customers, fostering brand loyalty and repeat business.
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
Education
Industrial Engineer - Logistics Management
Instituto Tecnológico De Aguascalientes
Aguascalientes, Mexico 08.2017 - 11.2022
Skills
Leadership
Calm Under Pressure
Customer Relationship Management
Customer Needs Assessment
Issue Escalation
Payment management
Team Collaboration
Troubleshooting
Documentation and notes
Shipment Tracking
Shipping coordination
Inventory assistance
Software
Contpaq
Languages
English
Upper intermediate (B2)
Timeline
Customer Service Executive
R-pac International
03.2023 - Current
Industrial Engineer - Logistics Management
Instituto Tecnológico De Aguascalientes
08.2017 - 11.2022
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