Edgar Abrego-Santamaria
Chicago,IL
Summary
Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued. Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. 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. Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Service Representative
ITERUM
Panama, Panama
01.2018 - 03.2020
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
Customer Service Representative
Hard Rock Hotel and Hard Rock Cafe
Panama, Panama
01.2014 - 03.2018
- Answered inbound calls, chats and emails to facilitate customer service.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Upheld quality control policies and procedures to increase customer satisfaction.
Customer Service Representative
Viajes Arcoiris
Panama, Panama
01.2010 - 01.2014
- Answered inbound calls, chats and emails to facilitate customer service.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Concierge
Courtyard by Marriott
Panama, Panam
02.2009 - 02.2010
- Placed orders for and picked up flowers for guests.
- Offered guests beverages and refreshments upon check-in.
- Maintained client accounts by obtaining, recording and updating personal and financial information.
- Developed strong relationships with key partners in order to ensure smooth operations between departments.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Offered personalized concierge services such as booking spa appointments or arranging transportation needs for guests.
- Set up conference rooms with food and beverages and audio/visual equipment according to client requirements.
- Built and maintained productive relationships with employees.
- Responded promptly to all customer inquiries via telephone, email or face-to-face contact while maintaining a friendly demeanor.
Concierge
Four Points By Sheraton Panama
Panama, Panama
03.2007 - 02.2009
- Arranged for translators and other special services for guests.
- Spoke with patrons to make conversation, answer questions or to respond to complaints.
- Gave clear directions to local museums, restaurants and places of interest to patrons.
- Updated front desk's concierge book to maintain most relevant visitor information.
- Maintained guest privacy and building reputation by keeping information confidential.
- Set up conference rooms with food and beverages and audio/visual equipment according to client requirements.
- Built detailed knowledge on locations and points of interest to thoroughly answer guest questions.
- Greeted clients and provided personalized support to meet unique needs and promote brand loyalty.
Education
High School Diploma -
Daniel Octavio Crespo High School
Panama08-2000
Skills
- Data Entry
- Data Collection
- Paperwork Processing
- Information Security
Languages
Spanish
Professional
English
Limited
Portuguese
Professional
Certification
- Certified Tour Guide
References
References available upon request.
Timeline
Customer Service Representative
ITERUM
01.2018 - 03.2020
Customer Service Representative
Hard Rock Hotel and Hard Rock Cafe
01.2014 - 03.2018
Customer Service Representative
Viajes Arcoiris
01.2010 - 01.2014
Concierge
Courtyard by Marriott
02.2009 - 02.2010
Concierge
Four Points By Sheraton Panama
03.2007 - 02.2009
High School Diploma -
Daniel Octavio Crespo High School
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