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Esteban
Customer Service Representative
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Competencies
Demonstrated experience with Customer Service (Voice, Chat, Email).
Demonstrated experience with KPI Management (CSAT, CRM & Ticketing Systems).
Demonstrated experience with Remote Work & Digital Communication.
Demonstrated experience with Conflict Resolution & De-escalation.
Demonstrated experience with Multitasking in Fast-Paced Environments.
Education
Languages
Summary
Customer Service Representative open to new opportunities
Experience
Customer Service Representative
Handled 80–100+ daily customer interactions via phone and chat in a high-volume environment.. Resolved complex account, billing, and dispute issues while maintaining high customer satisfaction (CSAT).. Consistently met KPIs including AHT, QA scores, and resolution time.. Managed escalations and de-escalated challenging customer situations effectively.. Assisted in training and supporting new agents, improving team performance.. Documented all interactions accurately using CRM systems.
Customer Service Representative
Provided multi-channel support (phone, chat, and email) for financial service clients.. Handled high-volume inquiries while maintaining efficiency and service quality.. Delivered accurate product and account information, ensuring positive customer experience.. Identified recurring issues and contributed to process improvements.. Maintained strong performance metrics including CSAT and QA scores.. Worked with internal tools and ticketing systems to track and resolve cases.