Leslie Raquel Colindres Ramirez
International Relations
Guatemala City
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
8
8
years of professional experience
14
14
years of post-secondary education
Work History
Help Desk Agent (Support)
TELUS SA
9 2022 - Current
- Provided individualized guidance and support to help agents overcome difficulties on procedures and customers call handling to reach their goal and assist with the correct process
- Before Help Desk - I was sales and customer service representative, taking calls from Canadian Customers, My Goal was provide an excellent customer experience resolving their issues, understanding bills and phone services with a sales portion inside the position with the same callers.
Customer Service Rep.
Everise
11.2021 - 08.2022
- IBC Account: provide customer service to American members who calls to get assistance regarding their insurance, provide quotes, benefits, guidance and all regarding medical insurance.
Team Lead
ATENTO SA
09.2020 - 11.2021
- Supervisor Assistant: provide support to the supervisor and agents, regarding all the team tasks as create and update reports everyday, keep the metrics up to date, meetings, provide coaching and feedback to the agents, administrative tasks as disciplinary processes,vacations, absences, provide training for one specific line of business.
Customer Service Rep. (back office)
INTELENET - TELEPERFORMANCE
01.2018 - 05.2020
- Customer service representative, answer calls, make and answer emails, pets and general cargo reservations for American and Caribbean Customers, send pets from one state to another, general cargo like packages, vegetables and pharmaceuticals, all for American Airlines Customers.
Customer Service - Frontline Desk
Banco Industrial
05.2016 - 01.2018
- Open bank accounts, paper bills, customer service in general according the bank products, taking care of the customers and the sensitive personal information.
Education
Master´s Degree - Diplomacy, Politics and Strategy (still in progress) -
Galileo University
01.2021 - Current
Bachelor´s Degree - International Relations and Diplomacy - Pensum Closed - undefined
Galileo University
01.2014 - 05.2022
High School Bilingual Secretary - undefined
Nuestra Patria
01.2011 - 05.2013
Skills
- Customer Service
- Customer Satisfaction
- Written and oral communication
- Empathy Display
- Problem-solving skills
- Inbound phone calls
References
Work References:
Telus SA (Luis Lazo) Tel. 3033-7277
Atento, S.A.(Douglas Gonzalez) Tel. 3024-6061
Intelenet LATAM - Teleperformance Guatemala Tel. 2203-6000
Banco Industrial, Thelma Najera Tel. 5695-6038
Personal References:
Luis Eduardo Catalán Tel. 4660-0719
Jackeline Morataya Tel. 5825-1199
Jose Velasquez Tel. 3098-6196
Timeline
Customer Service Rep.
Everise
11.2021 - 08.2022
Master´s Degree - Diplomacy, Politics and Strategy (still in progress) -
Galileo University
01.2021 - Current
Team Lead
ATENTO SA
09.2020 - 11.2021
Customer Service Rep. (back office)
INTELENET - TELEPERFORMANCE
01.2018 - 05.2020
Customer Service - Frontline Desk
Banco Industrial
05.2016 - 01.2018
Bachelor´s Degree - International Relations and Diplomacy - Pensum Closed - undefined
Galileo University
01.2014 - 05.2022
High School Bilingual Secretary - undefined
Nuestra Patria
01.2011 - 05.2013
Help Desk Agent (Support)
TELUS SA
9 2022 - Current
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