Vivaldy Nova
Santo Domingo Este, Dominican Republic
Summary
Successful Customer Care Specialist with 10 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Overview
15
15
years of professional experience
Work History
Customer Service Retention Specialist
Advensus
05.2024 - Current
- Negotiated mutually beneficial solutions for both the company and its clients when handling cancellations or refunds requests.
- Managed approximately 40 to 90 incoming calls per day from customers.
- Increased customer retention rates by effectively addressing and resolving concerns in a timely manner.
Technical Support Specialist
Alorica
02.2020 - 06.2021
- Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
- Increased first-call resolution rates, employing advanced problem-solving techniques.
- Resolved 50 technical support inquiries per day.
- Coached and supported agents with escalation calls.
Customer Service Associate II
Convergys
09.2016 - 02.2020
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Maintained high level of product knowledge, providing accurate information to customers.
Customer Care Specialist
Alorica
06.2013 - 07.2016
- Took ownership of customers issues to follow problems through to resolution.
- Provided customers with detailed information on company products, services and materials.
- Reduced customer complaints by efficiently resolving issues through effective communication and problem-solving skills.
- Managed difficult customer situations with empathy and understanding, ultimately defusing tensions and finding mutually agreeable resolutions.
Junior Supervisor
Inversiones TUNC, S.A. (DUFRY)
04.2010 - 04.2013
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
- Oversaw daily operations to ensure smooth and efficient store function.
- Trained team members on cash register operation and cash handling.
- Restocked and organized merchandise in front lanes.
Education
High School Diploma -
Instituto Politecnico Pilar Constanzo
Santo Domingo Este, Dominican Republic07.2008
Modern Languages
UNEV
Santo Domingo, Dominican RepublicSkills
- Customer service expert
- First Call resolution
- Problem Resolution
- Product Education
- Microsoft Office
- Staff education and training
- Quality Assurance Controls
- Technical Support
- Teamwork and Collaboration
- Retention strategies knowledge
- Sales expertise
Languages
Spanish
Native language
English
Advanced
C1
Hobbies
- Play Video Games
- Play Chess
- Ride Motocycles
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridTimeline
Customer Service Retention Specialist
Advensus
05.2024 - Current
Technical Support Specialist
Alorica
02.2020 - 06.2021
Customer Service Associate II
Convergys
09.2016 - 02.2020
Customer Care Specialist
Alorica
06.2013 - 07.2016
Junior Supervisor
Inversiones TUNC, S.A. (DUFRY)
04.2010 - 04.2013
High School Diploma -
Instituto Politecnico Pilar Constanzo
Modern Languages
UNEV
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