Adriana Jiménez Alcántara
Santo Domingo Este,,República Dominicana
Summary
A dedicated customer service professional with over 3 years of experience in providing high-quality assistance via phone and chat platforms. Proven ability to troubleshoot customer issues efficiently, deliver clear and concise solutions, and consistently maintain high levels of customer satisfaction. Background in helping new employees as a support coach, offering guidance in best practices, product knowledge, and customer interaction techniques to ensure team success. Excel at communication, problem-solving, and adaptability, leveraging these skills to enhance customer satisfaction and team collaboration.
Overview
5
5
years of professional experience
Work History
Customer Service-Technical Support Representative
Alorica
Verizon
03.2021 - Current
- Address customer questions and concerns regarding plans, account details, and service issues.
- Help customers with account setup, billing inquiries, and plan changes.
- Handle and resolve customer complaints and issues promptly and professionally.
- Explain features, benefits, and pricing of plans to customers.
- Accurately update and maintain customer records and account information.
- Diagnose and resolve technical problems related to mobile services, including connectivity issues.
- Provide step-by-step instructions to customers for resolving technical issues.
- Performed the role of 'Support Coach' by assisting new employees during their training and nesting processes.
Customer Care Representative (Voice)
Alorica
Pfister
01.2020 - 09.2020
- Address customer questions and concerns about product specifications, installation, and maintenance.
- Process warranty claims, including verifying warranty status, handling defective product returns, and coordinating replacements or repairs.
- Offer detailed information about Pfister faucet models, features, and compatible parts to assist customers in making informed decisions.
- Manage and resolve customer complaints related to products, services, or order issues professionally and efficiently.
- Coordinate and manage product replacements for items covered under warranty or due to defects.
Customer Service Representative (Chat)
Alorica
DoorDash
10.2019 - 01.2020
- Help dashers with app navigation and troubleshooting technical issues.
- Provide real-time support for issues such as order delays, address verification, and payment concerns.
- Help dashers resolve challenges like missing or incorrect deliveries.
- Address customer inquiries related to their orders, including tracking deliveries, order status, or issues with food quality.
- Handle refunds, credits, or re-delivery requests when necessary.
Education
High School Diploma -
Colegio Nuestra Señora Del Perpetuo Socoror
Accounting and Finance08-2018
Bachelor of Arts - Modern Languages
UTESA
01-2026
Skills
- Effective Communication
- Problem-Solving
- Empathy and Patience
- Teamwork
- Attention to detail
- Multitasking
Languages
Spanish
First Language
English
Advanced (C1)
C1
References
- Estefany Jiménez 829-637-7894
- Nicol Pérez, 829-664-3081
Timeline
Customer Service-Technical Support Representative
Alorica
03.2021 - Current
Customer Care Representative (Voice)
Alorica
01.2020 - 09.2020
Customer Service Representative (Chat)
Alorica
10.2019 - 01.2020
High School Diploma -
Colegio Nuestra Señora Del Perpetuo Socoror
Bachelor of Arts - Modern Languages
UTESA
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