Demonstrated experience with Assertive Communication.
Demonstrated experience with Empathic / Polite.
Demonstrated experience with Microsoft Office.
Demonstrated experience with Google Workspace.
Quantica
Making the customer experience the best we could give, being attentive, resourceful and addressing queries the proper way as per company guidelines., Assist customer with refills using prepaid cards or getting plans/minutes/data via payments with Debit/Credit Card, Updated Customer ́s Profile information in the System, Adding New debit/credit Card information., Troubleshoot Customer Services issues following flowcharts and company guidelines., Managed 12 Different brands all of them with different plans and services, we worked with different carriers, contacting these directly to resolve issues unresolvable for Corporate Office., Escalations to special departments as warm Transfer if necessary., Using Multiple tools at the same time with 2 monitors., Take Customer ́s complaints and mediate to satisfy their demands / Educated them into services offered involving terms and conditions policy’s., To Activate new Services or Reactivate Past Due Services via payments or prepaid cards.
Sutherland
To collect payments on past due bills., To manage customer complaints regarding payments automatically taken by the system by offering them alternatives to the solution or plan they currently had or in ultimate instances to convince them to keep the service by Educating them into the plans benefits and advantages., To Updated Customer ́s profile information in the system., To Escalate to a higher tier as indicated by company guidelines and procedures., To report interactions into the system as it occurred over the phone., Categorized the interactions as given by Training Department., Discern whether or not to pitch offers upon unrelated refund calls.
Technical Medium Training
Bachelor
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PROPIO / Multilingual – Interpreters and Translators
Work as VRI and OPI, taking incoming calls to provide interpretation services English-Spanish, under the consecutive interpretation modality, to serve as a communications bridge between two parties who struggle upon direct verbal communication due to a language barrier., Providing these services not only as Medical Interpretation related, as well as Interpretation for hotel/clinics appointments, Child Services Interpretation, School Related Parents/Teachers, 911 Calls, Buffet Appointments, Utility Services, Government Programs for Social Assistance, among others., Updating Clients information into the system as Required., Make sure the message was transmitted as its entirety (meaning, tone, mood, etc).
TTEC
Back Office Position, Customer Support Tickets: carefully read and analyze what the customer needs and assist as outlined in the client ́s procedures and policies., Promoted to Certified Customer Service Representative Trainer., Create Visual Material such as presentations, slides and wall news to share client ́s updates and promote procedures and policies best practices., Make refresher sessions and quizzes to evaluate understanding., Provide coaching’s and identify teams’ improvement areas to follow up with management team., Live Support and Side by Side Resolutions.
