Claudia de Iraheta
Master International Business
San Juan Opico
Summary
Professional in customer service with strong focus on team collaboration and achieving results. Skilled in conflict resolution, communication, and managing team performance. Reliable and adaptable, ensuring seamless operations and customer satisfaction in dynamic environments. Prepared to lead and support team to meet and exceed goals.
Overview
16
16
years of professional experience
4
4
Languages
Work History
Customer Service Supervisor
Ria Financial Services
08.2015 - Current
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for parties involved: the customer, the correspondent and the company
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Collaborated with IT department to implement new CRM system, enhancing data management and customer interaction tracking.
- Created, prepared, and delivered reports to various departments.
- Conducted regular quality assurance checks on team interactions with customers, ensuring adherence to company standards.
Customer Service Representative
Teleperformance
01.2009 - 07.2015
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
Education
MBA - International Business
Bircham Internatonal University
Spain 05.2001 -
Bachelor of Science - Business Administration
Bircham International University
Spain 05.2001 -
Associate of Science - Law
Universidad Centroamericana José Simeon Cañas
El Salvador 05.2001 -
Skills
Problem-solving
Adaptability and flexibility
Call center operations
Data analysis
Email management
Multitasking
Written communication
Timeline
Customer Service Supervisor
Ria Financial Services
08.2015 - Current
Customer Service Representative
Teleperformance
01.2009 - 07.2015
MBA - International Business
Bircham Internatonal University
05.2001 -
Bachelor of Science - Business Administration
Bircham International University
05.2001 -
Associate of Science - Law
Universidad Centroamericana José Simeon Cañas
05.2001 -
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