Alejandra Lobo

I work as a customer service agent, I have been in three departments (benefits, web, disenrollment)., I have experience handling calls and solving problems., I used to work under pressure and have good communication with people mostly old people., Handled and quickly resolved customer issues regarding product sales and customer service problems., Applied correct hold and transfer procedures, consistently keeping call times within timeframe target., Recorded details from customer communications on CRM., Maintained detailed product knowledge to competently and expertly advise customers., Analysed customer feedback to recommend changes in products and services, contributing to business growth., Coordinated with team members to ensure seamless service delivery during high demand periods, minimising wait times., Followed up customer calls with further information or instructions when necessary., Recorded details of callers complaints and inquiries and outlined actions taken., Monitored call metrics to evaluate performance and identify areas for improvement in call handling processes., Implemented conflict resolution strategies to address and settle customer complaints, fostering positive relationships., Demonstrated problem-solving abilities by identifying root causes of issues and implementing effective solutions., Collaborated with other call centre professionals to improve customer service.