Luis Toca
Guatemala,Guatemala
Summary
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.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Strategic Customer Service Representative.
Capgemini Guatemala
01.2022 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues following the processes determined in the account.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Updated account information to maintain customer records.
- Experience in phones, chats and emails.
Inventory Centralizer and Logistics Assistant.
Pecomsa
03.2012 - 10.2018
- Streamlined warehouse operations by implementing efficient inventory management systems.
- Reduced order fulfillment times with effective coordination of logistics processes and transportation schedules.
- Improved supply chain efficiency by establishing strong relationships with key suppliers and carriers.
- Ensured accurate documentation, maintaining detailed records of shipments, invoices, and receipts for compliance purposes.
- Scheduling of product delivery in distribution centers.
- Ensured timely delivery of products by coordinating efficient transportation routes and carrier schedules.
Salesperson and Supervisor of Service Stations.
Fuel Distributor Jireh.
02.2010 - 02.2012
- Boosted sales by consistently engaging with customers and addressing their needs effectively.
- Developed relationships with clients for increased loyalty and repeat business.
- Expanded customer base through targeted prospecting and networking efforts.
- Implemented effective sales strategies to maximize revenue generation.
- Collaborated with team members to reach collective sales goals, fostering a supportive work environment.
- Collection of overdue invoices.
Education
Bachelor of Laws -
Upana University
Guatemala Zona 4 De Mixco12.2027
High School Diploma -
Etia
Guatemala Zona 710.2004
Skills
- Consultative Sales
- Paperwork Processing
- Data Entry
- Report Generation
- Data Collection
- Product Knowledge
- Customer Service
- Problem Resolution
- Sales Closing
- Follow-Up Skills
- Customer Relations
- Dispute Resolution
Certification
· Order To Cash Overview.
· Order to Cash-cash Application.
· Order to Cash-Collections.
· Order to Cash- Credit Evaluation.
· Assessment Order to Cash Billing.
· Assessments Order to Cash Dispute.
· Assessment Order to Cash-Master Data Management.
· Anti-Corruption 2023.
· Cybersecurity 2023.
· DGEM - DIGITAL GLOBAL ENTERPRISE MODEL.
· Intellectual Property 2023.
· Lean Six Sigma Assessment.
Timeline
Strategic Customer Service Representative.
Capgemini Guatemala
01.2022 - Current
Inventory Centralizer and Logistics Assistant.
Pecomsa
03.2012 - 10.2018
Salesperson and Supervisor of Service Stations.
Fuel Distributor Jireh.
02.2010 - 02.2012
Bachelor of Laws -
Upana University
High School Diploma -
Etia
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