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
15
15
years of professional experience
2
2
Languages
Work History
Senior 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.
- Led cross-functional teams to enhance operational workflows and improve project outcomes.
- Mentored junior associates, fostering professional growth and enhancing team performance.
- 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.
- Maintained HR databases and personnel records, enhancing data accuracy and accessibility.
Formulation and Budget Monitoring
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
- Proven ability to learn quickly and adapt to new situations.
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
Marketing and Certification Department Assistant
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
Senior 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
Formulation and Budget Monitoring
INSTITUTO DOMINICANO DEL CAFE (INDOCAFE)
01.2017 - 01.2019
Marketing and Certification Department Assistant
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)