Overview
Work History
Education
Skills
Timeline
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Angel Cotto

1484 Mongtomery Avenue,NY

Overview

5
5
years of professional experience

Work History

Call Center Representative

Maximus Call Center
New York, NY
04.2023 - 09.2023
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
  • Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
  • Met customer call guidelines for service levels, handle time and productivity.

Customer Service Representative

Wendys Restaurant
Elizabeth, NJ
01.2019 - 03.2021
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.

Education

High School Diploma -

Proyecto Casa
Puerto Rico, Cidra
06.2016

Skills

  • Problem-solving skills
  • Customer support
  • Data entry
  • Customer service
  • Call center customer service
  • Verbal and written communication
  • Resolving issues
  • Inbound phone calls
  • Cash handling
  • FLUENT IN LANGUAGE
  • Training experience

Timeline

Call Center Representative

Maximus Call Center
04.2023 - 09.2023

Customer Service Representative

Wendys Restaurant
01.2019 - 03.2021

High School Diploma -

Proyecto Casa
Angel Cotto