Diego Cerritos
Customer Service Representative
Guatemala City,Guatemala
Summary
Proven track record in enhancing customer loyalty and resolving complaints with empathy at Telus International, showcasing exceptional customer service and active listening skills. Expert in managing high-stress situations and employing critical thinking to achieve satisfactory outcomes, significantly improving call management efficiency.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Uber Eats Premium Customer Service Representative
Telus International
01.2022 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
JC Penney Customer Service Representative
24-7 Intouch
10.2021 - 01.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Sprint by T-mobile Customer Service Representative
Telus International
01.2020 - 10.2021
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
Bachelor of Science - Bachelor's Degree in Computing With Scientific.
Centro Estudiantil Fenix "CEF"
Guatemala City 05.2001 -
Skills
Customer Service
Active Listening
Product Knowledge
Call Management
Call center experience
Critical Thinking
Follow-up skills
Languages
English
Full Professional
Certification
IT essential- Intecap
Timeline
Uber Eats Premium Customer Service Representative
Telus International
01.2022 - Current
JC Penney Customer Service Representative
24-7 Intouch
10.2021 - 01.2022
Sprint by T-mobile Customer Service Representative
Telus International
01.2020 - 10.2021
Bachelor of Science - Bachelor's Degree in Computing With Scientific.
Centro Estudiantil Fenix "CEF"
05.2001 -