Office 365
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
Empathy and patience
Fluent Bilingualism
Cross-cultural awareness
Technical Support
Payment Processing
Customer Relationship Management
Customer Service
Call Control
System Documentation
Answering questions
Communicating with clients
Training experience
Performance monitoring
Inbound Phone Call Management
Documentation And Reporting
Customer Support
Call Center Operations
Verbal and written communication
Software
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 -