Pablo Sosa
CDMX
Summary
Hardworking Customer Service Representative with 9 years of experience as CSR. Trained in project and time management with extensive knowledge of Professional phone demeanor and proven multitasking abilities. Committed to maintaining professional relationships with clients to increase profitability and drive business results.
Overview
10
10
years of professional experience
Work History
Cx Representative – Lowe’s
Maersk
11.2023 - Current
- Tracked and monitored delivery routes to ensure timely and accurate shipments.
- Coordinated dispatch operations and resolved logistics-related issues in real time.
- Provided frontline support to customers and drivers, addressing inquiries and offering efficient solutions.
- Maintained accurate records of delivery status and customer communications to ensure high service quality.
- Collaborated with cross-functional teams to streamline delivery processes and improve customer satisfaction
Associate Technical Support
Tech Mahindra
03.2022 - 11.2023
- Patched software and installed new versions to eliminate security problems and protect data.
- Prepared technical responses to requests for quotes, assigning costs, timeframes and alternative solutions.
- Communicated technical findings via lay terminology to keep interdepartmental teams informed on vital developments.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Tracked customer service cases and updated service software with customer information.
- Managed invoicing and payment processing operations.
- Executed billing tasks and recorded information in company databases.
- Handled account payments and provided information regarding outstanding balances.
- Interacted with customers to resolve billing disputes and respond to inquiries.
- Processed customer refunds and adjustments according to company policies.
CSR
Alorica
11.2019 - 04.2022
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers in fast-paced environment.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Leveraged sales expertise to promote and capitalized on upsell opportunities.
- Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations.
- Responded to customer requests for products, services and company information.
- Cultivated customer loyalty, promoted repeat customers and improved sales.
- Communicated with vendors regarding back order availability, future inventory and special orders.
- Consulted with outside parties to resolve discrepancies and create effective solutions.
- Entered customer interaction details to track requests, document problems and record solutions offered.
- Collected customer feedback and made process changes to exceed customer satisfaction goals 13%.
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
- Educated customers on promotions to enhance sales.
Technical Support
Support.com
04.2021 - 02.2022
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Managed high levels of call flow and responded to technical support needs.
- Evaluated and responded to incoming sales leads and requests for technical support assistance.
- Identified potential sales and cross-selling opportunities in course of delivery of support services.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and LAN.
- Provided documentation on start-up, shut down and first-level troubleshooting of technical processes to support desk staff.
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Used ticketing systems to manage and process support actions and requests.
- Conducted in-depth product and issue resolution research to address customer concerns.
- Submitted service tickets for equipment maintenance requests.
- Translated complex technical issues into digestible language for non-technical users.
CSR
Teleperformance
03.2019 - 10.2019
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers in fast-paced environment.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Suggested new procedure to persuade cancelling customers to stay with company, resulting in 17% decrease in cancellations.
- Consulted with outside parties to resolve discrepancies and create effective solutions.
- Entered customer interaction details in to track requests, document problems and record solutions offered.
- Collected customer feedback and made process changes to exceed customer satisfaction goals 24%.
- Educated customers on promotions to enhance sales.
CSR
E-contact
11.2016 - 03.2019
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations.
- Responded to customer requests for products, services and company information.
- Consulted with outside parties to resolve discrepancies and create effective solutions.
- Entered customer interaction details in to track requests, document problems and record solutions offered.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
CSR
Contact Us
12.2014 - 01.2016
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Responded to customer requests for products, services and company information.
- Answered constant flow of customer calls.
Education
No Degree - Computer Engeeniering
BUAP
High School Diploma -
Arnulfo Perez H.
2007
Skills
- Complaint resolution
- Multi-line phone talent
- Creative problem solving
- Training development aptitude
- Recordkeeping strengths
- Order fulfillment
- Retail store support
- Technical Support
- Good listening skills
- Professional telephone demeanor
- Report preparation
Timeline
Cx Representative – Lowe’s
Maersk
11.2023 - Current
Associate Technical Support
Tech Mahindra
03.2022 - 11.2023
Technical Support
Support.com
04.2021 - 02.2022
CSR
Alorica
11.2019 - 04.2022
CSR
Teleperformance
03.2019 - 10.2019
CSR
E-contact
11.2016 - 03.2019
CSR
Contact Us
12.2014 - 01.2016
High School Diploma -
Arnulfo Perez H.
No Degree - Computer Engeeniering
BUAP
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