Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Hi, I’m
ASTRID MORALES
Sales And Customer Service Specialist
8a. Calle 19-87 Colononia Renacimiento Z.18,Guatemala
Summary
Overview
21
years of professional experience
2
Languages
Work History
Skala Guatemala SAGuatemala
Sales an Customer Service
11.2021 - 11.2023
Job overview
- Answered incoming calls and emails from current customers and asked open-ended questions to determine needs.
- Developed lasting relationships with customers, which helped to bring in additional business opportunities.
- Immediately brought critical issues to customer service manager for resolution.
- Updated customer service database with new information, address changes and contact details.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Guidance for starting university registration
Muebles FiestaGuatemala
Furniture Seller Online and in Person
10.2019 - 05.2021
Job overview
- Communicated with clients to find and design layout best suited for client needs and location.
- Researched furniture materials and suggested pieces to clients based on budget and want.
- Followed up with clients after installation and delivery to gauge customer satisfaction.
- Cultivated relationships with vendors and distributors to negotiate best available prices.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Listened to customer needs and desires to identify and recommend optimal products.
- Conducted product demonstrations to highlight features and redirect objections to positive aspects.
- Recommended complementary purchases to customers, increasing revenue.
FreelancerGuatemala
Virtual Assistant
09.2011 - 09.2019
Job overview
- Wrote press releases and posted updates to social media.
- Managed CRM input, exports and clean up.
- Monitored emails, organized inbox, and prioritized messages for supervisor.
- Completed business correspondence, transcription, and data entry.
- Prepared PowerPoint presentations and ran slide shows remotely for virtual meetings.
- Coordinated Skype calls across multiple time zones.
- Answered and screened calls to provide information, schedule appointments and take detailed messages.
- Developed complex reports in Excel for cost reporting.
- Uploaded files for team use on Google Suite and SharePoint.
- Conferred with customers by telephone, chat or email to provide information.
- Performed research to collect and record industry data.
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
Digitex S.A.Guatemala
Call Center Customer Service Representative
09.2005 - 08.2011
Job overview
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Documented and detailed calls and complaints using call center's CRM database.
- Resolved concerns with products or services to help with retention and drive sales.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained and managed customer files and databases.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Detailed payment options and explained price, receipt and billing details to customers.
- Attended telephone skills and program information training sessions to boost aptitude.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Approved and terminated customer contracts upon request.
SUDBelize
Missionary Volunteer
03.2004 - 09.2005
Job overview
- Trained new missionaries on effectively sharing the gospel in Belize and Honduras community.
- Proselytized people and imparted knowledge of faith using strong public speaking and one-on-one discussions.
- De-escalated and resolved conflicts between local peoples and missionary representatives.
- Volunteered in overseas locations and in various roles.
- Built relationships with local and international mission organizations for successful partnerships.
- Attended meetings with religious leaders.
By My OwnGuatemala
Desktop Computer Repair and Maintenance
06.2002 - 11.2004
Job overview
- Updated and replaced outdated drivers and software for computers and office machines.
- Assisted customers with technical support inquiries.
- Evaluated systems according to predetermined checklist and noted issues.
- Replaced defective components and parts on malfunctioning computers and office machines.
Education
Universidad De San Carlos De GuatemalaGuatemala
No Degree from Incomplete University
05.2001
University Overview
- Incomplete University education in Computers systems engineer
Institulo Nacional De Bachillerato En ComputaciónGuatemala
High School Diploma
05.2001
University Overview
Skills
Advance English
undefinedTimeline
Sales an Customer Service
Skala Guatemala SA
11.2021 - 11.2023
Furniture Seller Online and in Person
Muebles Fiesta
10.2019 - 05.2021
Virtual Assistant
Freelancer
09.2011 - 09.2019
Call Center Customer Service Representative
Digitex S.A.
09.2005 - 08.2011
Missionary Volunteer
SUD
03.2004 - 09.2005
Desktop Computer Repair and Maintenance
By My Own
06.2002 - 11.2004
Universidad De San Carlos De Guatemala
No Degree from Incomplete University
05.2001
Institulo Nacional De Bachillerato En Computación
High School Diploma
05.2001
Similar Profiles
Maria Gabriela Amaya RuizMaria Gabriela Amaya Ruiz
Community Manager at Farmaser Guatemala SA.Community Manager at Farmaser Guatemala SA.
Fernanda BarillasFernanda Barillas
Business Coordinator at DDI WASTE WATER TREATMENT GUATEMALA SABusiness Coordinator at DDI WASTE WATER TREATMENT GUATEMALA SA
Patrick IserlohePatrick Iserlohe
General Manager Hotel at Punta Skala Resort Hotel & Spa IaderaGeneral Manager Hotel at Punta Skala Resort Hotel & Spa Iadera