Alberto Anderson Guzman
The Bronx,NY
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
9
9
years of professional experience
Work History
Barista
Semicolon cafe
New York, NY
08.2022 - 02.2024
- Provided customer service assistance when needed including taking orders or answering questions about menu items, as well as payment processing in the store POS.
- Tracked inventories and input equipment counts into warehouse databases.
Customer Service Specialist
Hire Horatio
Santiago De Los Caballeros. , D.R.
11.2021 - 06.2022
- Provided excellent customer service by responding to inquiries and resolving complaints in a timely manner through phone calls, emails and chat.
- Utilized CRM software systems such as Salesforce or Zendesk to log interactions with customers.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
Call Center Trainer
Data Vimenca
Santiago De Los Caballeros. , D.R.
10.2017 - 11.2021
- Created comprehensive course materials including job aids, handouts, PowerPoint presentations, and online modules.
- Designed and conducted training sessions on topics such as customer service, telephone etiquette, problem solving, conflict resolution, and sales techniques.
- Provided feedback to supervisors regarding employee performance following training sessions.
Call Center Quality Analyst
Data Vimenca
Santiago De Los Caballeros., D.R.
01.2017 - 10.2017
- Monitored customer conversations for quality assurance purposes, ensuring that all policies were followed.
- Analyzed customer service calls to identify areas of improvement and provide feedback to agents.
- Generated monthly reports summarizing key metrics such as average handle time, first contact resolution rate.
Customer Service Specialist
Data Vimenca
Santiago De Los Caballeros., D.R.
06.2015 - 01.2017
- Answered customer inquiries and provided accurate information regarding products and services.
- Utilized computer programs such as Microsoft Office, Outlook, Salesforce, and other software applications.
Education
High School Diploma -
UTESA
Puerto Plata, D.R.07-2014
Skills
- Solid problem solver
- Team Player
- Active listener
- Positive and professional
- Exceptional customer service
- New Hire Training
- Call Management
- Researching
- CRM Software
- Building rapport
- Microsoft Office expertise
Languages
English
Professional
Spanish
Native/ Bilingual
Timeline
Barista
Semicolon cafe
08.2022 - 02.2024
Customer Service Specialist
Hire Horatio
11.2021 - 06.2022
Call Center Trainer
Data Vimenca
10.2017 - 11.2021
Call Center Quality Analyst
Data Vimenca
01.2017 - 10.2017
Customer Service Specialist
Data Vimenca
06.2015 - 01.2017
High School Diploma -
UTESA
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