Carlos Andres Lozano Mayorga
Dallas,TX
Summary
Exceptional communication skill, quickly acquire new knowledge and adapt, Computer Proficiency. Focused customer service professional dedicated to meeting and exceeding customer expectations by delivering industry-leading support. Skilled in handling inbound and outbound calls, online requests and emails with good problem-solving, multitasking and research abilities. Background in the field roles with high-volume customer demands.
Overview
2
2
years of professional experience
Work History
Customer Care Consultant
Scotiabank
Bogotá, Colombia
11.2021 - 06.2023
- Answered customer inquiries related to product features and services via email, telephone and online chat.
- Provided technical support to customers by troubleshooting software and hardware issues.
- Resolved customer complaints regarding products or services in a timely manner.
- Generated reports on customer service performance metrics such as response times, resolutions rates.
- Assisted customers with navigating the company website for locating products and services.
- Investigated cases where customers were not satisfied with their purchases or services provided.
- Coordinated with other departments within the organization to ensure customer satisfaction was met.
- Responded promptly to all incoming emails, phone calls, and online chats from customers.
- Identified potential problems that may arise during the course of providing customer service.
- Provided feedback to supervisors on ways to improve customer service processes.
- Built sustainable relationships and trust with customer accounts through open and interactive communication.
- Maintained high satisfaction score by consistently resolving first-call issues.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
Customer Care Advisor
Scotiabank
Bogota, Colombia
01.2021 - 11.2021
- Identified customer needs and provided appropriate solutions.
- Provided accurate, valid and complete information to customers by using the right methods and tools.
- Resolved customer complaints via phone, email, mail or social media.
- Followed up with customers to ensure their issues were resolved satisfactorily.
- Greeted customers warmly and asked qualifying questions to understand their requirements.
- Suggested products that met customer needs based on their inquiries.
- Assisted customers with navigating websites for online orders or account management tasks.
- Adhered to company policies when dealing with customers' sensitive data.
- Developed constructive relationships with customers through active listening skills.
- Monitored customer satisfaction levels through surveys and other feedback mechanisms.
Education
High School Diploma -
Colegio Cedid San Pablo
Bogotá Colombia11-2019
Skills
- Dispute Resolution
- Microsoft Office
- Call Center Operations
- Complaint resolution
- Technical Support
- Escalation management
- Complaint Handling
- Customer Service
- Bilingual- Spanish
Languages
English
Full Professional
Spanish
Native/ Bilingual
Timeline
Customer Care Consultant
Scotiabank
11.2021 - 06.2023
Customer Care Advisor
Scotiabank
01.2021 - 11.2021
High School Diploma -
Colegio Cedid San Pablo
Similar Profiles
Radhika NarayananRadhika Narayanan
Officer III, Commodities Wind-down Operations at ScotiabankOfficer III, Commodities Wind-down Operations at Scotiabank
Madhav MakkerMadhav Makker
Senior Customer Experience Associate at ScotiabankSenior Customer Experience Associate at Scotiabank
Laurel KruselLaurel Krusel
Senior Financial Advisor at ScotiabankSenior Financial Advisor at Scotiabank
Ariel Aurélien TeboulAriel Aurélien Teboul
Senior Financial Advisor & Banking Specialist at ScotiabankSenior Financial Advisor & Banking Specialist at Scotiabank
Jesus UrribarriJesus Urribarri
Production Line Leader at Surge StaffingProduction Line Leader at Surge Staffing