Niurka Castillo Bido
San Francisco De Macorís
Summary
Adept at navigating complex customer inquiries, I excelled at King Teleservice by mastering software systems and leveraging my problem-solving skills to enhance customer satisfaction. My ability to maintain composure under pressure and build rapport with clients, coupled with a proficiency in data entry, contributed to a significant improvement in call handling efficiency.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Call Center Representative
Kingdom Teleservice
12.2024 - Current
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Identified upselling opportunities to increase revenue generation.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Service
Walgreens
08.2024 - 12.2024
- Developed customer service abilities through assisting visitors and handling inquiries.
- Managed registration process efficiently, providing excellent customer service to attendees.
- Managed customer service operations, including taking orders and resolving complaints.
- Delivered superior customer service and handles client requests.
- Developed and implemented strategies to deliver quality customer service.
- Provided exceptional customer service, resolving account issues promptly and professionally.
- Provided excellent customer service to cultivate loyalty and satisfaction.
- Greeted incoming customers and provided reliable, friendly customer service.
- Interacted with customers and employees to resolve customer service concerns.
- Supported customer service, providing informational resources regarding promotions and sales.
- Met customer service objectives by providing superior customer service to Language-speaking customers.
- Provided exceptional customer service to promote positive movie-going experience.
Assistant
Beacon Converters
06.2019 - 06.2024
- Contributed to a positive work environment with strong interpersonal skills and proactive teamwork attitude.
- Greeted guests in with friendliness and professionalism.
- Answered incoming phone calls to process requests, transfer calls, or relay messages to appropriate personnel.
- Worked closely with management to provide effective assistance for specific aspects of business operations.
- Assisted manager in all aspects of business operations.
- Safeguarded sensitive information through proper documentation handling, data entry, and record maintenance procedures.
- Strengthened client relationships through consistent follow-up communication and efficient problem resolution.
- Boosted customer satisfaction by promptly addressing inquiries and resolving issues professionally.
- Demonstrated adaptability by quickly mastering new software applications for various tasks.
- Expedited project completion times due to the ability to multitask effectively under tight deadlines.
- Assisted managers in decision-making processes based on thorough research and analysis of available data.
Education
Associate In Electronics Engineering Technology -
PASSAIC Community College
Paterson, New Jersey High School Diploma - Electrical, Electronics And Communications Engineering
Instituto Politécnico De Hainamosa
Santo Domingo 10.2014
Skills
- Problem-solving skills
- Customer support
- Data entry
- Customer service
- Call center customer service
- Verbal and written communication
- Resolving issues
- Inbound phone calls
- Call center operations
- Communicating with clients
- Customer communications
- Call control
- Answering questions
- Complaint resolution
- Appointment scheduling
- Product knowledge
- Payment processing
- Gathering information
- Calm disposition
- Building rapport
- Account updating
- Inbound phone call management
- Customer service optimization
- Technical support
- Quality control
- Customer relationship management
- Database research
- Logging call information
- Cash handling
- Sales expertise
- Training experience
- Technical troubleshooting
- Delivery tracking
- FLUENT IN LANGUAGE
- Product upselling
- Interpersonal skills
- Quality assurance controls
- System documentation
- Quality assurance
- Data gathering
- Account management
- Sales closing
- Documentation and reporting
- Performance improvement
- CRM navigation
- Language fluency
- Record preparation
- E-commerce
- Product or service expertise
- Credit adjustments
- Call controlling
- Professional phone voice
- Script adherence
- Call control skills
- Customer account updates
- Call logging
- Quality assurance optimization
- Call handling
- Providing customer support
- Proficiency in type software
- Typing number wpm
- CallSelect
Certification
Office packages
Excell
Languages
English
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)
Timeline
Call Center Representative
Kingdom Teleservice
12.2024 - Current
Customer Service
Walgreens
08.2024 - 12.2024
Assistant
Beacon Converters
06.2019 - 06.2024
Associate In Electronics Engineering Technology -
PASSAIC Community College
High School Diploma - Electrical, Electronics And Communications Engineering
Instituto Politécnico De Hainamosa
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