Paola Elizabeth Tellez Alonso
Lawyer
San Nicolás De Los Garza,NLE
Summary
Proven Call Agent with extensive experience at Teleperformance, adept in customer communications and problem-solving. Excelled in managing high call volumes, maintaining composure, and enhancing customer satisfaction. Demonstrated interpersonal skills and call center expertise led to significant positive feedback and retention rates.
Overview
4
4
years of professional experience
Work History
Call Agent
Global Telesourcing Mexico, S. De R.L. De C.V
05.2021 - 08.2023
- Managed time effectively between inbound calls and follow-up tasks, ensuring all responsibilities were addressed daily.
- Attended safety training meetings to learn procedures for handling medical and fire emergency calls.
- Entered customer information, inquiries and resolutions in company systems for performance tracking and service review purposes.
- Kept records of calls placed and charges incurred.
- Handled customer escalations professionally, upholding positive team reputation and maintaining satisfaction.
- Connected callers with appropriate professional, department, or business.
- Built strong customer relationships with empathetic communication and active listening skills.
Call Agent
Teleperformance
08.2019 - 03.2021
- Built strong customer relationships with empathetic communication and active listening skills.
- Managed time effectively between inbound calls and follow-up tasks, ensuring all responsibilities were addressed daily.
- Maintained high call quality standards by adhering to company guidelines and protocols.
- Handled escalated calls with professionalism, effectively de-escalating situations and finding resolutions.
- Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns.
- Retained customers by providing exceptional service, preventing potential cancellations or account closures.
- Balanced high call volume while maintaining composure under pressure, resulting in satisfied customers and positive feedback ratings.
Education
Certificate of Law School - Law Enforcement
Universidad Autonoma De Nuevo Leon
San Nicolas 05.2001 -
Skills
Customer communications
Problem-solving skills
Call center experience
Interpersonal Skills
Languages
English
Advanced (C1)
Timeline
Call Agent
Global Telesourcing Mexico, S. De R.L. De C.V
05.2021 - 08.2023
Call Agent
Teleperformance
08.2019 - 03.2021
Certificate of Law School - Law Enforcement
Universidad Autonoma De Nuevo Leon
05.2001 -
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