Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

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 -
Frank Roy Mendez DiazCustomer Service Representative