Thelma - Customer Service & Escalation Specialist with 5+ years of experience

Guatemala City, Guatemala, Guatemalaen

Led a team of customer service representatives at XEROX, achieving performance targets and fostering a positive work environment

Handled and resolved complex escalated customer issues efficiently at ALORICA, maintaining high customer satisfaction

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Resumen

Experienced customer service and escalation specialist with a proven track record in team leadership, complex issue resolution, and billing accuracy.

Logros Clave

Managed billing accuracy and compliance in the Pre-Billing Department at ALORICA, supporting audits and discrepancy resolution

Habilidades

Customer ServiceExpert

Provided high-quality customer support, resolving escalated issues with professionalism and empathy

Team LeadershipAdvanced

Led and coached teams to meet performance metrics, ensuring a productive and supportive environment

Problem SolvingAdvanced

Addressed complex customer concerns and billing discrepancies through analytical and resolution skills

Communication SkillsExpert

Effectively communicated across departments and with customers to facilitate issue resolution

Data & Billing ManagementIntermediate

Ensured billing accuracy, compliance, and supported reporting and audit processes

Idiomas

Spanish(Native)English(Intermediate)

Experiencia

CUSTOMER SERVICE REPRESENTATIVE | ESCALATION SPECIALIST

ALORICA

11.2020 - 02.2021

Handled complex customer issues that were escalated from frontline representatives, providing timely and effective resolutions., Acted as a liaison between customers and upper management, ensuring that complaints and concerns were addressed at the highest level., Ensured customer satisfaction by resolving escalated cases efficiently while maintaining a professional and empathetic approach., Monitored and reviewed escalated cases, ensuring that all processes adhered to company policies and quality standards.

TEAM LEAD

XEROX

Led a team of customer service representatives, ensuring that they met or exceeded performance metrics, including response times, customer satisfaction, and resolution rates., Provided coaching, training, and ongoing support to team members, fostering a positive and productive work environment., Monitored team performance, conducting regular feedback sessions and performance reviews to identify areas for improvement., Handled escalations and complex customer issues that could not be resolved by frontline agents, ensuring a high level of customer satisfaction.

PRE-BILLING DEPARTMENT

ALORICA

04.2021 - Present

Managed and reviewed billing information to ensure accuracy before final invoicing., Coordinated with other departments to resolve discrepancies in billing data., Processed customer information, ensuring all necessary documentation was in place for accurate billing., Assisted in the preparation of reports and audits related to billing., Ensured compliance with company policies and client requirements for billing procedures.