Edwin Gonzalez Martinez
Cartago
Summary
Proven expertise in workload management and problem-solving, demonstrated through exceptional service at Amazon. Excelled in high-pressure environments, achieving notable customer satisfaction levels. Skilled in LiveChat messaging and email handling, with a strong ability to understand customer needs, fostering teamwork and collaboration.
Overview
9
9
years of professional experience
Work History
Contact Center Representative
Amazon
09.2020 - Current
- Managed a high volume of chats & emails daily, maintaining composure under pressure while providing exceptional service.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on chats & emails, and answering inquiries from clients.
- Achieved high-quality service by adhering to company policies and procedures during each interaction.
- Maintained a thorough knowledge of products and services to provide accurate information to customers.
Customer Service Representative
Concentrix
01.2018 - 08.2020
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
- Delivered exceptional service by consistently meeting or exceeding performance metrics for quality, speed, and accuracy.
- Resolved customer complaints, ensuring customer satisfaction and loyalty.
Call Center Representative
SYKES
02.2016 - 04.2018
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- 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.
Education
Technical Electromechanical
Instituto Technologico De Costa Rica
CartagoInstituto Nacional De Aprendizaje
Manipulacion De AlimentosMEP Costa Rica
High School DiplomaSkills
- Workload management
- Problem-solving skills
- Analytical
- Teamwork and collaboration
- Understanding customer needs
- LiveChat messaging
- email handling
Timeline
Contact Center Representative
Amazon
09.2020 - Current
Customer Service Representative
Concentrix
01.2018 - 08.2020
Call Center Representative
SYKES
02.2016 - 04.2018
Technical Electromechanical
Instituto Technologico De Costa Rica
Instituto Nacional De Aprendizaje
MEP Costa Rica
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