Experienced customer service agent with a proven record of managing multi-channel client interactions, technical troubleshooting, and process improvements within fast-paced environments.
Extensively engaged with customers through multiple channels, resolving issues and providing solutions.
Provided technical support for fiber optic technology and online accounts, including troubleshooting and data analysis.
Displayed strong interpersonal skills, negotiation abilities, and effective communication in customer interactions.
Performed data review, analyzed operational challenges, and maintained accurate records using various tools.
Logmein
Assist clients with online accounts, billing and technical support, take payments, and review data through SQL., Maintain a friendly, efficient, positive attitude towards customers, co-workers, and clients., Follow departmental policies & procedures, particularly concerning customer confidentiality., Successfully research & analyze data to address operational challenges and customer service issues.
Telus International Guatemala, Pure Fiber
Responsible of fiber optic technology and troubleshooting the Home services Network., Managed payments and billing through email account., Kept records of customer interactions or transactions, recorded details of inquiries, complaints, as well as actions taken., Answered incoming calls, greeted the callers, provided the required information & took messages.
Conduent Guatemala, Royal Caribbean
Offered products for new cruise lines and created new reservations for the US Market., Worked on deployment projects as the primary contact for invoice and collection accounts., Resolved customer complaints and concerns with strong verbal and negotiation skills., Displayed courtesy and strong interpersonal skills with all customer interactions.
Business Administration and Marketing
High School Diploma
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Contributed to developing and enhancing procedures to troubleshoot and handle customer issues effectively.
Telus International Guatemala (Direct Energy account)
Managed back-office area, account management and invoicing to customers via e-mail and telephone., Negotiated service contracts including preventative maintenance, system upgrade, and new product installation., Created and improved procedures and processes used to effectively troubleshoot customer issues., Assisted in the area of energy connection in Alberta Canada.
