Experienced in delivering exceptional customer service, training teams, and exceeding performance targets in BPO and retail environments.
Provided tier-one support, resolved complaints, and maintained high customer satisfaction and retention.
Led outbound and inbound sales campaigns, upselling products, and surpassing sales targets.
Developed and delivered training sessions on customer service, sales, and de-escalation techniques.
Bilingual in English and Spanish, facilitating communication with diverse customer bases.
SKYLIGHTNRG
Delivered exceptional customer service on every interaction, ensuring a seamless sales process and high client satisfaction., Addressed customer concerns efficiently, turning potential cancellations into renewed loyalty., Achieved and often surpassed daily, weekly, and monthly KPIs in both sales...
BOBTAIL
Served as the primary point of contact for customer inquiries, delivering professional support via phone and email., Resolved service issues with empathy and efficiency, significantly boosting customer satisfaction scores., Balanced sales and service by handling customer onboarding and after-sales...
ENGLISH 4 CALL CENTERS – Nicaragua
Trained hundreds of students in customer service and sales communication tailored for BPO success., Developed and led workshops focused on empathy, active listening, and de-escalation techniques., Mentored new trainers to deliver engaging and effective service training aligned with industry...
High School Diploma
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Utilized various CRM systems and call center software to manage customer interactions efficiently.
ATENTO – El Salvador
Handled high call volumes during peak seasons, processing orders and offering upsells with care and accuracy., Resolved delivery issues and customer complaints swiftly, ensuring positive outcomes and repeat business., Maintained a high customer satisfaction rating while consistently meeting...
TELUS International – El Salvador
Provided tier-one support for Verizon rebate customers, ensuring clear communication and timely issue resolution., Managed outbound sales campaigns, demonstrating the ability to pivot between service and sales roles fluidly., Recognized for consistently high customer satisfaction scores and...
