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Victor
Customer Service & Collections Specialist con diversidad de habilidades y 10+ años de experiencia
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Competencies
Aplicó técnicas de negociación para recuperar pagos y resolver conflictos con clientes.
Gestionó consultas, reclamos y soporte técnico en diferentes plataformas y productos.
Procesó pedidos, verificó disponibilidad y manejó reclamaciones relacionadas con entregas.
Lideró y capacitó equipos de agentes en resolución de conflictos y atención al cliente.
Actualizó sistemas, gestionó escalaciones y monitorizó órdenes especiales.
Education
Languages
Summary
Profesional con experiencia en manejo de clientes, cobranza, negociaciones y supervisión de equipos en ambientes de alta demanda.
Key Achievements
- Lideró un equipo de agentes en resolución de conflictos, mejorando la atención al cliente.
- Manejo de negociaciones para recuperación de pagos, logrando acuerdos en casos complejos.
- Desarrolló habilidades en gestión de pedidos, manejo de reclamos y soporte técnico.
Experience
Collections Senior Process Associate
Perform outbound calls to a portfolio of customers for overdue balances for their outstanding payments for security equipment purchased for their homes and its maintenance, negotiate and collect payments of their balances., Place orders for other account such as office supplies, as well as verify quality utensils, delivery, package tracking, and replacement, also make returns, and schedule with outside companies the return of unwanted or damaged packages, also to verify the prices of products with competitors and offer a solution to the customer in their purchase, creation of users and add their new addresses to their accounts, as well as escalations and continuous monitoring of special orders from customers.
Customer Service Representative
Customer service representative in which I was able to manage orders for products from a supermarket, as well as verify availability of items and contact the distribution center for delivery of the same., Help desk assistance for accounts such as website users, passwords, App, Troubleshooting, Technical Support., Direct handling of claims and reporting to notify third party product issues with the store., Assistance on payment background/fund, and verification of rejected card payments.
Customer Service Representative
Customer service on products of all types, placing orders, resolving undelivered or lost packages, and also packages that the customer received without prior order, handling calls, text messages and emails known as Phishing, providing information on products according to the needs of customers and technical support assistant.
Telephone Collector and Customer Service Representative
Expert in negotiation for debit or credit card payments and collections, payment extensions, refunds and payment rejections, in charge of explaining bills and international call charges, and reviewing device rooming., Customer Service Professional with negotiation of telephone line cancellation hold, telephone line sales and Technical Support., Assistant Supervisor in charge of tallying agents' connected and worked hours, in charge of supervisor's system updates and assisting with questions asked by service agents to provide better customer service., Supervisor in charge of a new team of agents giving them the right skills to be able to develop in conflict resolution.