Summary
Overview
Work History
Education
Skills
Websites
References
Timeline
Generic
Wesley Miguel Abreu Gutiérrez

Wesley Miguel Abreu Gutiérrez

Experienced Customer Service Representative
Sto. Dgo., Rep. Dom.

Summary

Dynamic customer service professional with a proven track record in efficiently managing inquiries and resolving issues to enhance customer satisfaction. Strong communication and problem-solving abilities create positive interactions and foster lasting relationships. Proficient in utilizing customer support systems and implementing best practices that uphold high standards of service quality. Committed to continuous improvement and delivering exceptional support experiences.

Overview

14
14
years of professional experience
2
2
Languages

Work History

Associate

Horatio
01.2022 - Current
  • Bilingual customer service (English and Spanish).
  • Communicate with customers via phone, chat, and email.
  • Provide accurate answers to questions about products, pricing, and availability.
  • Assist customers with purchase orders.
  • Resolve customer issues regarding products and services.
  • Work with internal departments to meet customer needs.
  • Work with multiple platforms simultaneously.
  • Key achievements: Increased customer satisfaction and sales. Meeting quality assurance standards.

Customer Experience Agent

Alorica, Inc.
01.2021 - 01.2022
  • Bilingual customer service (English and Spanish).
  • Managed approximately 30 incoming calls, emails and faxes per day from customers.
  • Provide accurate answers to questions about products, prices, and availability.
  • Assist customers with purchase orders.
  • Troubleshooting for customers about products and services.
  • Work with internal departments to meet customer needs.
  • Work with multiple platforms simultaneously.
  • Key achievements: Increased customer satisfaction and sales. Meeting quality assurance standards.

HR Technician

INSTITUTO DOMINICANO DEL CAFE (INDOCAFE)
01.2019 - 01.2021
  • Creation of personnel actions
  • Hiring
  • Terminations
  • Medical licenses
  • Vacations
  • Warnings
  • Pensions
  • Promotions
  • Salary readjustments
  • Transfers
  • Request preventive payments of funds for the issuance, renewal, and addendum of employment contracts.
  • Request travel payments.
  • Assist in payroll processes.
  • Include employees or family members of employees in health insurance.
  • Monitor employee files.
  • Creation and sending of institutional communications.
  • Convene meetings related to HR and send reminders to those summoned.
  • Represent the person in charge of HR in their absence.

Responsible for the Formulation and Monitoring of the Budget of the Department of Planning and Development

INSTITUTO DOMINICANO DEL CAFE (INDOCAFE)
01.2017 - 01.2019
  • Institutional representative for the NOBACI System
  • Creator of institutional internal procedures
  • Support for the formulation of institutional plans
  • Institutional Development Support

Bilingual customer service representative

Alorica, Inc.
01.2018 - 01.2018
  • Customer service in English and Spanish
  • International purchases and returns
  • International reservations
  • Substitute and customer service support

Assistant of the Marketing and Certification Department

INSTITUTO DOMINICANO DEL CAFE (INDOCAFE)
01.2012 - 01.2017
  • Customer service in English and Spanish
  • Substitute area managers
  • Departmental quality management control
  • Departmental IT support
  • Substitute fruit inspector
  • Creator and organizer of internal procedures
  • Internal events coordinator
  • Key achievements: Satisfactory results in external certification audits in ISO/IEC 17020, ISO/IEC 17065, ISO/IEC 17025 standards.

Education

High School Diploma -

Centro De Tecnología Universal (CENTU)
Sto. Dgo., Rep. Dom.
2011

Some College (No Degree) - International Business

Universidad De Acción Pro-Educación Y Cultura (UNAPEC)
05.2001 -

Skills

  • Collaborative teamwork

  • Innovative thinking

  • Confident interpersonal engagement

  • Audience management

  • IT skills

  • Problem-solving abilities

References

  • Josue Perez, (809) 353-1119
  • Andres Disla, (829) 924-8538
  • Penelope Beato, (849) 656-9594

Timeline

Associate

Horatio
01.2022 - Current

Customer Experience Agent

Alorica, Inc.
01.2021 - 01.2022

HR Technician

INSTITUTO DOMINICANO DEL CAFE (INDOCAFE)
01.2019 - 01.2021

Bilingual customer service representative

Alorica, Inc.
01.2018 - 01.2018

Responsible for the Formulation and Monitoring of the Budget of the Department of Planning and Development

INSTITUTO DOMINICANO DEL CAFE (INDOCAFE)
01.2017 - 01.2019

Assistant of the Marketing and Certification Department

INSTITUTO DOMINICANO DEL CAFE (INDOCAFE)
01.2012 - 01.2017

Some College (No Degree) - International Business

Universidad De Acción Pro-Educación Y Cultura (UNAPEC)
05.2001 -

High School Diploma -

Centro De Tecnología Universal (CENTU)

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