Brenda Medina
Customer service representative
Usulutan
Summary
Highly skilled Customer Care and Sales Specialist with 12 years of experience at Concentrix El Salvador, recognized for delivering exceptional service, driving sales growth, and resolving complex customer issues. Adept at building strong customer relationships, leveraging product knowledge to meet client needs, and consistently exceeding performance targets.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Concentrix
Usulutan, Departamento de Usulutan
02.2012 - 05.2024
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- 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.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Delivered outstanding customer service to a diverse client base, addressing inquiries, resolving complaints, and ensuring a high level of satisfaction.
- Achieved and consistently exceeded sales targets by identifying customer needs, presenting tailored solutions, and upselling products and services.
- Trained and mentored new team members on customer service best practices and sales techniques, contributing to improved team performance.
- Analyzed customer feedback and performance metrics to develop strategies for enhancing service delivery and sales effectiveness.
- Developed and maintained in-depth knowledge of company products and services to effectively address customer inquiries and support sales efforts.
- Contributed to the development of new training materials and customer service protocols, leading to improved customer satisfaction scores.
- Managed approximately 35 incoming calls per day from customers
Customer Service & Sales Representative
Concentrix-Dish Network
Usulutan, Departamento de Usulutan
2012 - 2019
Customer Care & Sales Representative
Concentrix-HP Smartfriend
Usulutan, Departamento De Usulutan
2019 - 2020
Customer Service & Sales Representative
Concentrix-Sirius XM
Usulutan
2020 - 2024
Education
High School Diploma -
Centro Escolar General Francisco Morazán
San Salvador, El Salvador 05.2001 -
Skills
Customer Service
Active Listening
Call Management
Sales and Revenue Growth
Conflict Resolution
Product Knowledge and Training
Effective Communication
Performance Metrics Analysis
Problem-Solving
Strategic Sales Planning
Languages
English
Professional Working
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Concentrix
02.2012 - 05.2024
High School Diploma -
Centro Escolar General Francisco Morazán
05.2001 -
Customer Service & Sales Representative
Concentrix-Dish Network
2012 - 2019
Customer Care & Sales Representative
Concentrix-HP Smartfriend
2019 - 2020
Customer Service & Sales Representative
Concentrix-Sirius XM
2020 - 2024
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