Charina De Los Santos
Custumer Service & Interpreter
Summary
Adept Customer Service Representative with a proven track record at Advensus, enhancing customer loyalty through exceptional problem-solving abilities and active listening. Mastered product knowledge and call management, contributing to significant improvements in customer satisfaction metrics. Skilled in both technical and interpersonal facets, consistently exceeding performance targets. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
2
2
years of professional experience
2
2
Languages
Work History
Customer Service Representative
Advensus
03.2023 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Processed customer service orders promptly to increase customer satisfaction.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Customer Service Representative
Teleperformance
03.2022 - 01.2023
- Provided constructive feedback during team meetings about potential improvements or challenges faced, contributing to the overall success of the customer service team.
- Assisted customers with product information and guided them through purchasing processes for a seamless experience.
- Met or exceeded performance metrics for response time, issue resolution, and customer satisfaction ratings regularly.
- Promoted additional products or services when appropriate, contributing to company revenue growth.
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries via chat platform.
- Maintained up-to-date knowledge of company products, services, and policies to provide accurate information to customers.
- Participated in regular training sessions to stay current on industry best practices for effective communication techniques.
- Identified trends in customer issues and provided feedback to management for continuous improvement initiatives.
- Increased first-contact resolutions by carefully reviewing customer history before engaging in conversation.
Education
Master of International Business -
Unapec
Santo Domingo, Dominican Republic 05.2001 -
Skills
Problem-solving abilities
Timeline
Customer Service Representative
Advensus
03.2023 - Current
Customer Service Representative
Teleperformance
03.2022 - 01.2023
Master of International Business -
Unapec
05.2001 -
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