Valeria Stefany Villa
Mexicali
Summary
Dynamic Contact Center Agent with a proven track record at Telvista S.A. De C.V., excelling in customer service and technical troubleshooting. Skilled in problem-solving and documentation, I effectively resolved escalated issues, enhancing customer satisfaction and loyalty. Committed to quality assurance and training, I consistently achieved high call quality standards.
Overview
13
13
years of professional experience
Work History
Contact Center Agent
Telvista S.A. De C.V.
04.2012 - 01.2025
- Entered customer information into customized computer system with Software to document and organize client records.
- Assisted in training new hires by sharing best practices and offering guidance on company processes.
- Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
- Participated in ongoing training programs to stay current on product offerings, industry trends, and company updates.
- Maintained high call quality standards by adhering to company policies and procedures for each interaction.
- Educated customers on company systems, form completion, and access to services.
- Assisted customers by answering questions and responding to inquiries.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer requests for products, services, and company information.
Education
High School Diploma - Tecnico En Turismo
CECYTE XOCHIMILCO
Mexicali Baja California07.2010
Skills
- Problem-solving skills
- Answering questions
- Gathering information
- Follow-up skills
- Documentation and reporting
- Schedule adherence
- Typing speed
- Remote work capabilities
- Call center operations
- Call handling
- Script adherence
- Customer service
- Resolving issues
- Customer support
- Communicating with clients
- Product knowledge
- Technical troubleshooting
- Training experience
- Quality assurance
- Building rapport
Timeline
Contact Center Agent
Telvista S.A. De C.V.
04.2012 - 01.2025
High School Diploma - Tecnico En Turismo
CECYTE XOCHIMILCO
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