Zendesk
Felix Ocón
Student
Santa Tecla,LI
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
2
2
years of professional experience
14
14
years of post-secondary education
2
2
Certifications
2
2
Languages
Work History
Customer Service Representative
Telus International
Santa Tecla, LI
01.2023 - 03.2024
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
- Gained extensive knowledge in data entry, analysis and reporting
- Collaborated with team members to develop best practices for consistent customer service delivery.
Customer Service Representative
Teleperformance
Santa Tecla, LI
05.2022 - 01.2023
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
Education
High School Diploma -
Colegio Gustavo Adolfo Bécquer
Santa Tecla 01.2005 - 11.2018
Skills
Call Management
undefinedRoles And Responsibilities
- Personalize assistance with financial institution app (Chime)
- Customize help with generic issues on Roblox
Personal Information
- Age: 25 years
- Date of Birth: 03/22/1999
Accomplishments
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
Software
Five 9
Excel
Certification
Sales Manager Certificate
Timeline
Customer Service Representative
Telus International
01.2023 - 03.2024
Customer Service Representative
Teleperformance
05.2022 - 01.2023
High School Diploma -
Colegio Gustavo Adolfo Bécquer
01.2005 - 11.2018
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