Ana Gabriela Asturias González
CUSTOMER SERVICE & SALES REPRESENTATIVE
San Lucas Sacatepéquez, Guatemala
Summary
Dedicated Customer Service Specialist with a strong background in technology and travel industry related roles, with over 12 years of experience in the BPO Industry, providing skills to prioritize and multi-task in fast-paced working environment. Successfully worked as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Committed to continuous learning and staying current with industry trends to contribute to organizational success.
Overview
17
17
years of professional experience
8
8
years of post-secondary education
1
1
Certification
2
2
Languages
Work History
Remote Telemarketer and Sales Agent
Intercontinental Processing Group (ICPG)
Remote
10.2024 - Current
- I am currently working as a Remote Telemarketer and Sales Agent at Intercontinental Processing Group (ICPG), a company based in Calabasas, California. I am managing a high volume of calls daily while maintaining professionalism and efficiency. My job consists in cold calling potential clients and new prospects, to offer our debt settlement options and financial services, performing a pre-qualification on their debt and analyzing their areas of opportunity, engaging our customer through the utilization of persuasive communication skills and thorough product knowledge, and then transfer the call to a Senior Analyst to close the sale.
- I use tools such as ViciDial, GoMeter, Microsoft 365 tools.
Sales & Customer Service Representative
Conduent Guatemala
Guatemala City, Guatemala, Remote
11.2022 - 04.2024
- I worked as a Sales & Customer Service Representative for Royal Caribbean International, United Kingdom and Ireland Markets. My job consisted in creating new reservations or modifying existing ones, creating travel packages including flights, transfers and hotels for our guest's and travel advisors. I also assisted our guest's with amenities and general questions about the different services and products. I Developed strong product knowledge to provide informed recommendations based on individual customer needs. I was part of the Crown and Anchor Society Department, I assisted loyalty and VIP guests with different inquiries. I was also a Temporary Team Leader, in charge of solving agent's doubts, taking supervisor calls. I Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike. I managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- I took inbound, did outbound calls, follow ups, chats and emails. Used tools such as Genesys, Avaya, Amadeus, Sabre, AS400, Microsoft Teams, and many others.
Back-Office Assistant
IntouchCX
Guatemala City, Guatemala, Remote
06.2021 - 10.2022
- I worked for IntouchCX, for the account of Opendoor, a Real Estate Company within the United States. My task consisted in handling emails and categorizing all necessary documents through our portal, reviewing information and making notations to ensure the correct process of the purchase and resale of a home. Collaborated closely with other administrative staff members to ensure seamless coordination of essential back-office functions.
Sales & Customer Service Representative
Conduent Guatemala
Guatemala City, Guatemala
06.2015 - 05.2020
- I started working as a Customer service representative for Royal Caribbean International and Celebrity Cruises, for the Australian Market, I worked there for more than three years. My job consisted in offering, selling and modifying cruise reservations, answering questions regarding each ship and different destinations, offering additional services like transfers, hotels and shore excursions, while offering solutions and understanding each guest's needs. Collaborated with team members to develop best practices for consistent customer service delivery. Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Then I was promoted to the area of GTS Guest Travel Services, department that I was part of for almost two years. There I was in charge of planning, selling and modifying flight reservations for Royal Caribbean Guests within the United States Market, making sure that our services were accommodating our clients and complying with cruise parameters, solving any inconvenience with schedule changes or cruise itinerary modifications. Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
Sales Representative
NCO Star Comunicaciones
10.2013 - 08.2014
- I was in charge of selling internet, phone and cable packages to Time Warner Cable customers, looking to fulfill their lifestyle. Developed tailored solutions in response to unique customer needs, increasing overall satisfaction rates. Answering questions about our services and setting up installation appointments. Generated additional sales opportunities with upselling and cross-selling techniques.
Sales Representative and Corporate Travel Agent
Serco
04.2013 - 10.2013
- My job consisted in assisting corporate clients, helping them to find the best way to plan their business trips, creating new hotel, car, flight and rail reservations. Enhanced client satisfaction by addressing concerns promptly and providing exceptional service. Built relationships with customers and community to promote long term business growth.
Customer Service and Tech Support Representative
24/7 Customer Service
Guatemala City, Guatemala
10.2011 - 09.2012
- During this time I worked for Time Warner Cable. I used to assist customers in answering questions regarding Internet, cable and phone packages. Solving any inconvenience or disruption in their service, by troubleshooting and following steps to determine the cause of the inconvenience, also setting up appointments and coordinating technicians for new installations or change of equipment. Working also on solving any billing inquiry.
Customer Service and Tech Support Representative
24/7 Customer Service
Guatemala City, Guatemala
02.2010 - 04.2011
- My job consisted in solving inconveniences or doubts regarding the Internet service provided by Time Warner Cable, across the United States. Collaborated with cross-functional teams to identify and resolve recurring product issues. Maintained high levels of customer satisfaction with proactive follow-ups and clear communication.
Customer Service Agent
Atento
07.2008 - 11.2009
- I was in charge of creating new air reservations, modifying or confirming existing ones, selling the best option and solving any doubt for Taca Airlines' passengers, as well as uploading and following up on baggage claims. Maintained a high level of professionalism when interacting with customers, ensuring positive experiences. Demonstrated high attention to detail, organization and management of multiple tasks.
Education
HIGH SCHOOL DIPLOMA - SCIENCE AND LETTERS
Colegio De Señoritas El Sagrado Corazón
Guatemala City, Guatemala 01.2006 - 10.2007
BACHELOR IN LITERATURE - 6th Semester -
USAC
Guatemala City, Guatemala 01.2011 - 01.2013
English Courses -
IGA
01.2003 - 01.2007
Skills
GDS Amadeus and Sabre
Zendesk and Hubspot
Inbound and outbound customer service
Fast Typing
Customer Complaint Resolution
Outstanding communication skills
Active listening
Live chat support
Email support
Call center experience
Microsoft office suite proficiency
Payment processing
Customer focus
Conflict resolution
Phone etiquette
Call control
Certifications And Courses
- EF Set Certificate, C2 Proficient English Level, 05/01/24
- Excel Pivot Table, 07/01/24
Certification
Introduction to Cybersecurity
Timeline
Introduction to Cybersecurity
02-2025
Remote Telemarketer and Sales Agent
Intercontinental Processing Group (ICPG)
10.2024 - Current
Sales & Customer Service Representative
Conduent Guatemala
11.2022 - 04.2024
Back-Office Assistant
IntouchCX
06.2021 - 10.2022
Sales & Customer Service Representative
Conduent Guatemala
06.2015 - 05.2020
Sales Representative
NCO Star Comunicaciones
10.2013 - 08.2014
Sales Representative and Corporate Travel Agent
Serco
04.2013 - 10.2013
Customer Service and Tech Support Representative
24/7 Customer Service
10.2011 - 09.2012
BACHELOR IN LITERATURE - 6th Semester -
USAC
01.2011 - 01.2013
Customer Service and Tech Support Representative
24/7 Customer Service
02.2010 - 04.2011
Customer Service Agent
Atento
07.2008 - 11.2009
HIGH SCHOOL DIPLOMA - SCIENCE AND LETTERS
Colegio De Señoritas El Sagrado Corazón
01.2006 - 10.2007
English Courses -
IGA
01.2003 - 01.2007