Samantha Alejandra Lara Alcántara
Customer Service Representative
Ecatepec
Summary
Dynamic leader and problem-solver with extensive experience as a Customer Service Representative Supervisor at Teleperformance. Excelled in elevating service standards and team performance through adaptability and Microsoft Excel proficiency. Achieved significant improvements in customer satisfaction and loyalty by mastering technical support and active listening.
Overview
5
5
years of professional experience
3
3
years of post-secondary education
2
2
Languages
Work History
Customer Service Representative
Tech Mahindra
Ciudad De Mexico, Azcapotzalco
09.2023 - Current
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Handled back-to-back interactions, at least 15 calls per hour.
Customer Service Representative
TTEC
Ciudad De México, Benito Juarez
04.2023 - 09.2023
- Effectively navigated high-pressure situations while ensuring professionalism in conflict resolution.
- Facilitated customer engagement by responding to queries on products, services, and company insights.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
Customer Service Representative Supervisor
Teleperformance
08.2019 - 03.2023
- Established and enforced policies to elevate customer service standards effectively for my team.
- Facilitated open lines of communication within the team by holding regular meetings, promoting collaboration, and sharing best practices.
- Played an active role in continuous improvement initiatives aimed at optimizing service delivery processes.
- Enhanced team performance through leadership and support, driving high-quality customer care.
Education
High School Diploma -
Cecyt 3 "Estanislao Ramirez Ruiz"
Ecatepec, México, Mexico 07.2016 - 07.2019
Skills
Customer service
Problem-solving
Active listening
Product knowledge
Adaptability and flexibility
Time management
Microsoft Excel
Computer proficiency
Call center operations
Technical support
Timeline
Customer Service Representative
Tech Mahindra
09.2023 - Current
Customer Service Representative
TTEC
04.2023 - 09.2023
Customer Service Representative Supervisor
Teleperformance
08.2019 - 03.2023
High School Diploma -
Cecyt 3 "Estanislao Ramirez Ruiz"
07.2016 - 07.2019
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