Summary
Overview
Work History
Education
Skills
Software
Timeline
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Oscar Alberto Cortés Hernández

Oscar Alberto Cortés Hernández

-
Orizaba, Veracruz

Summary

Polite and professional, successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.

Overview

1
1
year of professional experience

Work History

Teleperformance S.A. Bilingual Call Center Agent

Costumer Service
06.2022 - 06.2023
  • Contributed to the achievement of departmental goals by consistently meeting or exceeding individual performance metrics.
  • Proactively identified opportunities for upselling or cross-selling based on customer needs analysis during interactions.
  • Adapted communication style according to caller''s requirements, promoting clear understanding between parties involved.
  • Assisted in reducing call wait times by promptly answering incoming calls without compromising service quality.
  • Promoted a positive work environment by actively participating in team-building activities and supporting colleagues when needed.
  • Provided exceptional support to customers with accurate information on products, services, and policies.
  • Collaborated with team members to optimize call center performance and improve overall service quality.
  • Maintained professional demeanor while effectively managing high-stress situations and irate callers.
  • Improved first-call resolution rates through effective problem-solving skills and comprehensive knowledge of company offerings.

Education

University - Industrial Engineering

Utel
Mexico
05.2001 -

High School Diploma -

Anahuac
Xalapa, Veracruz, Mexico
05.2001 -

Skills

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Software

Office 365

Timeline

Teleperformance S.A. Bilingual Call Center Agent

Costumer Service
06.2022 - 06.2023

University - Industrial Engineering

Utel
05.2001 -

High School Diploma -

Anahuac
05.2001 -

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