Isabella Benitez Zepeda
Customer Service Supervisor
Guatemala City,GU
Summary
Achieved top performer status at Royal Caribbean International by spearheading customer service improvements and process optimizations, enhancing client satisfaction and reducing response times. Leveraged problem-solving abilities and Excel proficiency to analyze data trends, driving strategic decisions. Cultivated a customer-centric team culture, significantly improving service quality and efficiency.
Overview
2
2
years of professional experience
2
2
Languages
Work History
Customer Service Representative
Royal Caribbean International
07.2021 - 08.2022
- Spearheaded process improvements within the department that led to reduced response times for incoming inquiries.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
- Conducted regular quality assurance checks on team interactions with customers, ensuring adherence to company standards.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Reduced employee turnover by cultivating a supportive culture focused on professional growth opportunities and recognition of achievements.
- Developed comprehensive training materials for new hires, ensuring consistent knowledge and skill development across the team.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Implemented effective scheduling strategies to optimize staff coverage during peak hours and minimize wait times for customers.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Monitored call center data to assess trends, proactively implementing solutions for identified issues.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Championed a customer-centric approach within the team, consistently encouraging empathy and understanding when interacting with clients.
- Fostered strong relationships with key accounts by providing personalized care and attention in managing their concerns.
- Coached employees through day-to-day work and complex problems.
- Identified customer service trends to provide recommendations for process and procedural improvements.
- Researched and corrected customer concerns to promote company loyalty.
- Handled customer inquiries and suggestions courteously and professionally
Special Services Representative
Royal Caribbean International
05.2021 - 07.2021
- Assisted customers with product selection based on individual needs and preferences.
- Collaborated with team members to develop and implement strategies for improving overall customer experience.
- Implemented process improvements that led to increased efficiency within the department''s daily operations.
- Streamlined communication between departments, ensuring accurate and up-to-date information for clients.
- Promoted a positive company image by providing exceptional customer service and assistance with inquiries.
- Handled escalated issues professionally and effectively, demonstrating empathy while negotiating satisfactory resolutions for both parties involved.
- Enhanced customer satisfaction by efficiently addressing and resolving concerns in a timely manner.
- Handled customer inquiries and suggestions courteously and professionally.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Exhibited high energy and professionalism when dealing with clients and staff.
Sales Representative
Royal Caribbean International
03.2021 - 05.2021
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Developed and implemented sales strategies to increase profits.
- Used customer insights to develop innovative sales strategies to increase sales.
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Developed tailored solutions in response to unique customer needs, increasing overall satisfaction rates.
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Achieved top performer status consistently through dedication to meeting goals and exceeding expectations.
Customer Service Representative
Royal Caribbean International
11.2020 - 03.2021
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- 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.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Education
BBA - Business Administration And Management
Universidad Rafael Landivar
Guatemala City, Guatemala 05.2001 -
Bachelor of Science - Chemical Engineering
Universidad Rafael Landivar
Guatemala City, Guatemala 05.2001 -
High School Diploma -
Mundo Idioma
Guatemala 05.2001 -
Skills
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Supervised team of 30 staff members.
- Used Microsoft Excel to develop customer service satisfaction tracking spreadsheets.
Timeline
Customer Service Representative
Royal Caribbean International
07.2021 - 08.2022
Special Services Representative
Royal Caribbean International
05.2021 - 07.2021
Sales Representative
Royal Caribbean International
03.2021 - 05.2021
Customer Service Representative
Royal Caribbean International
11.2020 - 03.2021
BBA - Business Administration And Management
Universidad Rafael Landivar
05.2001 -
Bachelor of Science - Chemical Engineering
Universidad Rafael Landivar
05.2001 -
High School Diploma -
Mundo Idioma
05.2001 -
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