Rolando Javier Celada Siliezar
Mixco
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 and providing customized solutions to build loyalty. Knowledgeable and dedicated customer service professional with extensive experience in cruise industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
7
7
years of professional experience
Work History
Customer Sales and Service Expert, Royal Caribbean
Conduent
10.2021 - Current
- Completed call documentation while speaking with customers.
- Developed technical and mechanical proficiency to assist customers and field staff with service issues.
- Handled calls promptly and with courteous professionalism.
- Maintained working knowledge of products, accounts, representatives, tools and systems.
- Processed orders, service requests and applied information to customers.
- Offered knowledgeable insight into available products and services as well as competitor activities to help consumers make informed decisions.
- Troubleshot sales and service operations to increase profitability and bring positive organizational change.
Technical Support Representative, AT&T
VXI
02.2021 - 10.2021
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Account Analyst, Warner Brothers
Capgemini
08.2016 - 10.2020
- Partnered with Account Manager to support preparation of client materials to educate, train and inform on benefits, services and self-administration tools.
- Developed and maintained successful business partnerships to address and proactively manage service issues.
- Interacted professionally with clear, intentional communication and set appropriate expectations on timeline of deliverables.
- Forecasted account needs and metrics based on market and product data.
- Collected and reported monthly expense variances and explanations.
- Maintained integrity of general ledger and chart of accounts.
Education
High School Diploma -
Royalty
Zone 9, Guatemala10.1999
Skills
- Call Volume and Quality Metrics
- Cash Register Operations
- Consultative Selling Techniques
- Corrective Actions
- Calm and Professional Under Pressure
- Credit and Debt Card Processing
- Expense Control
- Store Displays
- Daily Logs
- Trained in Salesforce
- Invoice Preparation and Processing
- Quote Generation
- Revenue Projections
Soccer, Basket ball and training gym.
Because i have a son of 8 years old i tried to play with him everyday soccer and basketball, and for my own time go to the gym to take care of my health.
Languages
English
Advanced
C1
Italian
Elementary
A2
Spanish
Proficient
C2
Timeline
Customer Sales and Service Expert, Royal Caribbean
Conduent
10.2021 - Current
Technical Support Representative, AT&T
VXI
02.2021 - 10.2021
Account Analyst, Warner Brothers
Capgemini
08.2016 - 10.2020
High School Diploma -
Royalty
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