Shamir Disla Peralta
Santiago,RD
Summary
Dynamic Bilingual Customer Service Representative with 8 years of experience handling incoming calls, resolving customer issues, inputting orders, and processing shipments. Native Spanish speaker and fluent in English. Dedicated to maintaining highest customer satisfaction while processing large volumes of calls in busy offices.
Overview
8
8
years of professional experience
2
2
Languages
Work History
Customer Service Representative
United Near Shore Operations. (UNO)
09.2015 - 06.2018
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Quality Assurance Analyst
United Near Shore Operations. (UNO)
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Mentored and coached team members on QA topics and strategies.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
Technical Support Advisor
Sitel
10.2018 - 11.2021
- Improved first-call resolution rates by developing comprehensive troubleshooting guides and knowledge base articles.
- Increased team productivity with regular training sessions on emerging technologies and software updates.
- Served as a liaison between clients and other internal departments when necessary, ensuring a seamless communication process for effective issue resolution.
Customer Service Representative
Concentrix
02.2022 - 01.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
Customer Service Supervisor
Concentrix
- Reduced call wait times by optimizing agent schedules and monitoring workforce management system.
- Managed escalations effectively, resolving complex issues quickly while maintaining high levels of professionalism and empathy towards customers.
- Coached and mentored agents for increased performance, resulting in higher customer service ratings.
Education
High School Diploma -
Colegio Padre Emiliano Tardif
Santiago, Rep.DomHigh School Diploma -
Lynn Classical High School
Lynn, Massachusetts06.2012
Skills
Microsoft office Word
Timeline
Customer Service Representative
Concentrix
02.2022 - 01.2024
Technical Support Advisor
Sitel
10.2018 - 11.2021
Customer Service Representative
United Near Shore Operations. (UNO)
09.2015 - 06.2018
Quality Assurance Analyst
United Near Shore Operations. (UNO)
Customer Service Supervisor
Concentrix
High School Diploma -
Colegio Padre Emiliano Tardif
High School Diploma -
Lynn Classical High School
Phone
809-846-7138, 809-894-1692
ID
402-2269490-9
References
- Luis Robert Gutierrez, 954-464-6565
- Amelia Nunez, 809-383-9669
- Luis Miguel Perez, 829-639-0303
- Nelson Peralta, 809-399-3531
Phone
809-846-7138, 809-894-1692
ID
402-2269490-9
References
- Luis Robert Gutierrez, 954-464-6565
- Amelia Nunez, 809-383-9669
- Luis Miguel Perez, 829-639-0303
- Nelson Peralta, 809-399-3531
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