Frank Roy Mendez Diaz
Customer Service Representative
Santo Domingo Este
Summary
Dynamic customer service professional with a proven track record at Scotiabank, excelling in issue resolution and KPI monitoring. Skilled in building rapport and enhancing customer satisfaction, I consistently achieved high first-call resolution rates while fostering teamwork and collaboration. Proficient in Microsoft Office, I am committed to delivering exceptional service and driving results.
Overview
9
9
years of professional experience
2
2
Languages
Work History
Customer Service Advisor
Scotiabank
08.2022 - 05.2025
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Contributed to team meetings with valuable input, fostering a collaborative work environment.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Improved first-call resolution rates by providing accurate information and effective problem-solving skills.
Soft Debt Collector
ERC
09.2024 - 11.2024
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Maintained consistently high success rate of collecting on overdue accounts.
- Provided excellent customer service during difficult conversations, empathizing with debtors while remaining firm on repayment expectations.
Sales Agent
Yafirez Collections
07.2024 - 09.2024
- Assisted call-in customers with questions and orders.
- Increased sales revenue by consistently meeting and exceeding sales targets.
- Enhanced product knowledge through continuous training and professional development opportunities.
- Achieved top performer status within the company due to consistent high sales numbers.
Chat Support Representative
Teleperformance
02.2022 - 08.2022
- Reduced escalations to higher-level support teams by successfully addressing customers'' issues at the first point of contact.
- Resolved technical issues for customers by utilizing comprehensive knowledge of company products and services.
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
- Exceeded established KPIs related to response time, resolution rate, and overall quality scores in chat support metrics.
Billing Specialist
Concentrix
12.2019 - 08.2020
- Described product and service details to customers to provide information on benefits and advantages.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
Booking Agent
Alorica
03.2019 - 10.2019
- Built relationships with customers to encourage repeat business.
- Solved customer challenges by offering relevant products and services.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
Billing Specialist
ERC
10.2018 - 02.2019
- Researched and resolved billing discrepancies to enable accurate billing.
- Worked with multiple departments to check proper billing information.
- Strengthened client relationships through effective communication regarding billing issues and concerns.
- Enhanced customer satisfaction with timely and accurate invoice generation.
Customer Service Representative
Nearshore
10.2018 - 10.2018
- Promoted a positive dining experience through exceptional customer service.
Technical Support Representative
Alorica
04.2017 - 05.2018
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
Customer Service Representative
Conduent Solutions
10.2016 - 12.2016
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- 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.
- Responded to customer requests for products, services, and company information.
Education
Certificate of Technical Studies - Cyber Security
INFOTEP
Distrito Nacional, R.D. 04.2001 -
Skills
Building rapport
Timeline
Soft Debt Collector
ERC
09.2024 - 11.2024
Sales Agent
Yafirez Collections
07.2024 - 09.2024
Customer Service Advisor
Scotiabank
08.2022 - 05.2025
Chat Support Representative
Teleperformance
02.2022 - 08.2022
Billing Specialist
Concentrix
12.2019 - 08.2020
Booking Agent
Alorica
03.2019 - 10.2019
Billing Specialist
ERC
10.2018 - 02.2019
Customer Service Representative
Nearshore
10.2018 - 10.2018
Technical Support Representative
Alorica
04.2017 - 05.2018
Customer Service Representative
Conduent Solutions
10.2016 - 12.2016
Certificate of Technical Studies - Cyber Security
INFOTEP
04.2001 -
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