Paloma Isabel Casillas Huerta
Tijuana. Baja California
Summary
Experienced and dedicated professional with a proven track record in the fields of tech support, customer service, and supervision. Adept at delivering exceptional assistance to customers while efficiently managing support teams. Strong technical acumen coupled with outstanding communication skills and a commitment to ensuring customer satisfaction. Recognized for consistently achieving service level targets, resolving complex issues, and fostering a positive and collaborative work environment. Seeking opportunities to leverage my expertise in driving exceptional customer experiences and leading high-performing teams in dynamic and fast-paced settings.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Legrand
12.2022 - Current
- Providing timely and helpful assistance to customers via various communication channels, such as phone, email, chat, or in-person.
- Addressing customer inquiries, concerns, or complaints by actively listening, analyzing the issue, and finding suitable solutions
- Taking and processing customer orders, ensuring accurate details and tracking progress until fulfillment
- Reviewing entered data for errors, inconsistencies, or discrepancies and making necessary corrections
- Identifying and rectifying outdated or incorrect data by removing duplicates, formatting issues, or irrelevant information
Data Entry Supervisor
Integon
01.2022 - 07.2022
- Audited production reports, tracking data entry and processing errors.
- Created and maintained department work schedules for adequate coverage during operating hours and overtime shifts.
- Managed performance expectations for 18 employees within Back Office department.
- Completed weekly payroll
- Coached employees through day-to-day work and complex problems.
Marketing Assistant
Call Center Services International
09.2021 - 11.2021
- Contributed to weekly team meetings, brainstorming sessions and staff appraisals.
- Implement a referral program that rewards employees for referring friends and family.
- Event Planning and Execution
- Collaborated with the marketing and communications team to align event strategies with overall brand and marketing objectives.
Customer Service Supervisor
TaskUs
02.2021 - 11.2021
- Coached employees through day-to-day work and complex problems.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Assisted customers with booking reservations, changes, cancellations, and general inquiries.
- Kept detailed and organized records of customer interactions, inquiries, and resolutions in the company's CRM system.
Customer Service Supervisor
Call Center Services International
06.2019 - 03.2021
- Responded to incoming customer inquiries via phone, email, and chat regarding technical problems with videogame consoles, walked customers through step-by-step troubleshooting processes to identify and resolve hardware, software, network, or account-related issues.
- Escalate complex issues to senior tech support or appropriate teams for further resolution.
- Stay up-to-date with the latest gaming console technology, updates, and trends.
- Supervised and guided a team of technical support and customer service representatives, including performance management, coaching, training, and development.
- Monitored customer interactions to ensure professionalism, accuracy, and adherence to company policies and procedures.
- Compiled and analyzed data related to customer support performance, team productivity, and customer satisfaction.
Education
No Degree -
General #2 Moises Saenz ( Middle School )
Ciudad Obregon, Sonora08.2013
Skills
- Data Validation / Cleansing / Data Entry
- Problem Solving
- Coaching
- Customer Service
- Tech Support
- Cross-functional Team Leadership
- SAP
- Salesforce
- Canvas
- Power BI
Languages
English
Advanced (C1)
Spanish
Bilingual or Proficient (C2)
Timeline
Customer Service Representative
Legrand
12.2022 - Current
Data Entry Supervisor
Integon
01.2022 - 07.2022
Marketing Assistant
Call Center Services International
09.2021 - 11.2021
Customer Service Supervisor
TaskUs
02.2021 - 11.2021
Customer Service Supervisor
Call Center Services International
06.2019 - 03.2021
No Degree -
General #2 Moises Saenz ( Middle School )
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