Versatile journalist who tackles any topic and produces pieces quickly to take advantage of current public opinion. Hardworking, reliable and entrepreneurial professional with years of experience in news writing, reporting and public relations.
Overview
27
27
years of professional experience
Work History
Customer Service Representative Events Department
Enelven
Maracaibo, Zulia - Venezuela
08.2011 - 12.2020
Tracked orders from start to finish to ensure timely delivery of goods or services.
Maintained a high level of professionalism when dealing with difficult customers.
Answered customer inquiries via phone, email, and chat.
Provided exceptional customer service to ensure customer satisfaction.
Developed positive relationships with customers through friendly interactions.
Identified opportunities for upselling additional products or services based on customer needs.
Resolved complex problems by working with other departments to provide solutions that meet customer needs.
Provided excellent customer service to resolve customer complaints in a timely manner.
Conducted regular follow-up calls with customers after resolving their issues.
Organized special activities to entertain employees and maintain a pleasant and productive work environment.
Reporter
Children's Singers Television Lara
Barquisimeto, Lara - Venezuela
06.1994 - 11.1996
Coverage of Political, Social, Health and Events sources.
<ul><li>Skilled Customer Service Representative supporting the SBA contract at Upslope Advisors, with a proven track record of resolving complex escalated inquiries, routing requests accurately, and delivering policy-compliant solutions while consistently exceeding performance metrics.</li><li>Respond to escalated customer inquiries via phone or email related to SBA programs (e.g., Disaster Loans, PPP, EIDL).</li><li>Assess customer requests and route them to the appropriate department or specialist based on the nature of the inquiry.</li><li>Analyze customer concerns and provide accurate, case-specific solutions in a timely and professional manner.</li><li>Interpret and explain SBA procedures and regulatory guidelines clearly to customers with varying levels of understanding.</li><li>Document all customer interactions thoroughly and accurately in the SBA’s case management system.</li><li>Escalate unresolved or highly complex issues to Tier 3 support or the appropriate technical teams.</li><li>Meet or exceed performance metrics, including first-call resolution, response time, and customer satisfaction.</li><li>Stay current on SBA policies and federal program changes through required training and regular internal updates.</li></ul> at Upslope Advisors<ul><li>Skilled Customer Service Representative supporting the SBA contract at Upslope Advisors, with a proven track record of resolving complex escalated inquiries, routing requests accurately, and delivering policy-compliant solutions while consistently exceeding performance metrics.</li><li>Respond to escalated customer inquiries via phone or email related to SBA programs (e.g., Disaster Loans, PPP, EIDL).</li><li>Assess customer requests and route them to the appropriate department or specialist based on the nature of the inquiry.</li><li>Analyze customer concerns and provide accurate, case-specific solutions in a timely and professional manner.</li><li>Interpret and explain SBA procedures and regulatory guidelines clearly to customers with varying levels of understanding.</li><li>Document all customer interactions thoroughly and accurately in the SBA’s case management system.</li><li>Escalate unresolved or highly complex issues to Tier 3 support or the appropriate technical teams.</li><li>Meet or exceed performance metrics, including first-call resolution, response time, and customer satisfaction.</li><li>Stay current on SBA policies and federal program changes through required training and regular internal updates.</li></ul> at Upslope Advisors