Yuliana Denisse Sanchez Garcia
Atlixco, Puebla
Summary
Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
3
3
years of professional experience
Work History
Customer Experience Agent
Alorica Mexico
09.2021 - Current
- Responded to high volume of incoming calls and chats utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Remained courteous and calm at all times, even during moments of intense customer displeasure.
- Upgraded to Tier 2 where daily handled interactions with supervisor role, working directly with escalation teams.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Cooperated closely with other departments to support achievement of customer experience outcomes.
Elementary School English Teacher
San Antonio School
08.2020 - 08.2021
- Developed innovative lesson plans to engage students in English language learning.
- Prepared and implemented lesson plans covering required course topics.
- Prepared lesson plans, teaching students, enforcing school rules, and monitoring progress.
Education
Bachelor of Science - Biotechnology
Benemérita Universidad Autónoma De Puebla
Puebla, Puebla01.2022
Skills
- Call Control
- Scheduling
- Critical thinking
- Decision making
- Delegation
- Conflict Management
- Customer Feedback
- Understanding Customer Needs
- Escalated Call Handling
Technical Skills
Computer skills:
- Microsoft Office 365
- G Suite
- Cloud Management
- Spreadsheets (Excel, Google Sheets).
- Salesforce.
Additional Information
I'm a professional biotechnologist, with some experience in plant tissue culture, I'm 26 years old, currently I'm working into customer service specialist, with professional skills solving escalated customer complaints and issues, with strong interpersonal skills proven through customer satisfaction. Seeking a position as a customer service team supervisor to continue career growth into management.
Languages
English
Upper intermediate (B2)
French
Intermediate (B1)
Italian
Elementary (A2)
Timeline
Customer Experience Agent
Alorica Mexico
09.2021 - Current
Elementary School English Teacher
San Antonio School
08.2020 - 08.2021
Bachelor of Science - Biotechnology
Benemérita Universidad Autónoma De Puebla
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