Zyndell Mayharent Isais Serrano
Customer Care Specialist
Guadalajara, Jalisco,JAL
Summary
Customer Service professional with over 7 years of experience, specializing in effective problem resolution and enhancing customer satisfaction. Proven skills in interpersonal communication, complaint management, and team training. Committed to delivering high-quality service and exceeding customer expectations, contributing to the company's success and reputation. Seeking opportunities to apply my adaptability and customer-focused approach in a dynamic and challenging environment.
Overview
5
5
years of professional experience
5
5
years of post-secondary education
3
3
Languages
Work History
Fraud Prevention Analyst
American Express, AMEX
05.2019 - 07.2022
- Ensured confidentiality of sensitive customer information by adhering strictly to data protection regulations.
- Served as a key point of contact for customers experiencing fraud and identity theft, guiding them through the necessary steps to report incidents and recover stolen assets.
- Enhanced customer trust and satisfaction through empathetic listening, timely problem resolution, and personalized attention by addressing complex inquiries and resolving potential fraud incidents and providing recommendations for safeguarding their accounts.
- Contacted customers directly to review individual transactions to identify any suspicious or potential fraudulent activity and minimize impacts.
- Supported company growth by consistently meeting or exceeding performance metrics for call handling, first contact resolution, and customer satisfaction.
Fraud Prevention Subject Matter Expert
American Express, AMEX
02.2022 - 07.2022
- Served as the primary point of contact for escalated customer concerns, ensuring timely resolutions while maintaining professionalism and empathy.
- Conducted regular performance evaluations for junior agents, setting clear expectations for continued improvement while developing and implementing effective coaching strategies.
- Mentored new hires by sharing best practices, offering guidance, and modeling exemplary customer service techniques.
- Promoted a positive work atmosphere by regularly recognizing top performers outstanding achievements within the department.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Supported teams in continuous delivery of quality products and services, enhancing usage and introducing new features.
Customer Service Representative
Tata Consultancy Services (ACE Hardware)
08.2022 - 02.2024
- Demonstrated excellent multitasking abilities by handling multiple tasks such as navigating systems, taking notes and answering inquiries from clients through live chats, calls and email contacts daily, while providing exceptional service.
- Enhanced customer satisfaction by resolving complex issues promptly and professionally.
- Collaborated with shipping team to track shipments, verify orders and handle product returns.
- Collaborated with other departments to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
Sales Closer / Debt Consultant
The Call Gurus (Freedom Debt Relief)
01.2024 - Current
- Engaged in friendly conversation with customer to better uncover individual needs.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
- Assessed customer needs and utilized suggestive selling techniques to drive sales offering relevant products and services.
- Participated in team meetings and training sessions regularly for continuous professional development within the industry.
Education
GED -
CETI
Guadalajara, Jal. 05.2011 - 05.2016
Associate of Science - Data Science
EBAC
Mexico City, Mexico 05.2001 -
Skills
Critical Thinking
Relationship Building
Customer Relationship Management (CRM)
Microsoft Office and Computer Proficiency
Customer Due Diligence
AML Compliance
Problem-solving aptitude
Sales closing
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Sales Closer / Debt Consultant
The Call Gurus (Freedom Debt Relief)
01.2024 - Current
Customer Service Representative
Tata Consultancy Services (ACE Hardware)
08.2022 - 02.2024
Fraud Prevention Subject Matter Expert
American Express, AMEX
02.2022 - 07.2022
Fraud Prevention Analyst
American Express, AMEX
05.2019 - 07.2022
GED -
CETI
05.2011 - 05.2016
Associate of Science - Data Science
EBAC
05.2001 -