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Esteban
Customer Service Representative
Contact
Competencies
Experiencia demostrada en Assertive & Empathetic Communication.
Experiencia demostrada en Multi-channel & Concurrent Task Management.
Experiencia demostrada en Problem-Solving under High Pressure.
Experiencia demostrada en Active Listening & Conflict Resolution.
Experiencia demostrada en CRM Platforms (Salesforce, Zendesk, etc.).
Education
Languages
Summary
Perfil profesional
Experience
Customer Service Representative
Manage concurrent, high volume customer interactions, resolving inquiries efficiently via both live chat and inbound/outbound phone calls for a major US Fintech platform.. Handle sensitive user accounts, troubleshooting inquiries regarding mobile banking features, transaction disputes, direct deposits, and card accounts while strictly adhering to financial compliance regulations.. Consistently achieve and exceed core performance Key Performance Indicators (KPIs), including CSAT (Customer Satisfaction), FCR (First Contact Resolution), and AHT (Average Handling Time).. Utilize structured troubleshooting workflows and active listening to diffuse tense situations and boost customer loyalty.