I have solid experience with the Microsoft Office suite I am proficient in using Microsoft Word for document creation and editing, as well as for preparing reports and professional presentations In Excel, I am skilled in performing complex data analysis, creating advanced formulas, and generating charts and pivot tables I also have experience with PowerPoint for developing visually engaging and effective presentations These skills enable me to work efficiently in managing information and communicating ideas
Jorge Alberto Cuyán Lima
Customer Service Representative
Guatemala City,Guatemala
Summary
Proven experience in improving customer satisfaction and loyalty, demonstrated at SEGUROS MAPFRE GUATEMALA and SEGUROS EL ROBL E through expert claims resolution and active listening. Skill in call management and resolution, resulting in a significant increase in customer loyalty. Technical and interpersonal skills that ensure top-notch customer service.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
SEGUROS MAPFRE GUATEMALA
11.2020 - 07.2024
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained up-to-date knowledge of product and service changes.
GPS Tracking Coordinator
GRUAS INTRAMSA
07.2019 - 07.2020
- Implemented GPS tracking technology to monitor vehicle locations, ensuring efficient dispatching and route planning efforts were employed throughout the organization''s operations.
- Implemented GPS tracking systems for real-time monitoring of driver performance, reducing idle time and fuel consumption.
- Implemented advanced GPS tracking systems to monitor drivers'' progress and ensure timely deliveries.
Claims Customer Service Representative
SEGUROS EL ROBLE
12.2013 - 06.2019
- Elevated client satisfaction levels through proactive communication of claim status updates and prompt follow-ups on inquiries.
- Improved workflow efficiency with proficient multitasking and prioritization of high-priority cases.
- Increased customer retention rates by diplomatically handling escalated issues and delivering timely solutions.
- Reduced claim processing time by effectively collaborating with team members and external vendors.
- Enhanced customer satisfaction by efficiently resolving claims and addressing policyholder concerns.
- Verified client information by analyzing existing evidence on file.
Customer Service Representative
DIGITEX Movistar Espain
07.2010 - 10.2013
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Internet Cafe Attendant
INTPLUS
12.2008 - 06.2010
- Monitored network performance, ensuring a reliable connection for all users at the cafe.
- Assisted customers with various technical issues, fostering a positive experience for all users.
- Provided attentive service and proactively assessed guest needs.
Education
Ingles
INTECAP
Guatemala City, Guatemala 05.2001 -
4th Semester of Law School
UNIVERSIDAD REGIONAL
Guatemala City, Guatemala 05.2001 -
Bachillerato En Computacion
COLEGIO MIXTO BELEN
05.2001 -
Skills
Customer Service
Software
Microsoft Excel: Proficient in data analysis, using formulas and functions, creating pivot tables, and visualizing data with charts and graphs
Microsoft Word: Advanced skills in document formatting, creating and editing text, using templates, and collaborating on shared documents
Languages
English
Limited Working
Timeline
Customer Service Representative
SEGUROS MAPFRE GUATEMALA
11.2020 - 07.2024
GPS Tracking Coordinator
GRUAS INTRAMSA
07.2019 - 07.2020
Claims Customer Service Representative
SEGUROS EL ROBLE
12.2013 - 06.2019
Customer Service Representative
DIGITEX Movistar Espain
07.2010 - 10.2013
Internet Cafe Attendant
INTPLUS
12.2008 - 06.2010
Ingles
INTECAP
05.2001 -
4th Semester of Law School
UNIVERSIDAD REGIONAL
05.2001 -
Bachillerato En Computacion
COLEGIO MIXTO BELEN
05.2001 -
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