Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Giovanni Ferrari Castillo

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

9
9
years of professional experience

Work History

Customer Service/Research Support Specialist

Verra Mobility
07.2014 - Current
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
  • Assisted customers with Spanish-language inquiries in a timely and professional manner.
  • Met all call quality standards and daily quotas for first-call resolution.
  • Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
  • Offered suggestions and alternatives to provide customers with solutions, boosting customer satisfaction.
  • Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
  • Responded to customer inquiries to address concerns and maintain customer satisfaction and loyalty.
  • Gathered and organized information for research purposes.
  • Performed research into study topics to increase knowledge and to provide valuable contributions.
  • Interpreted data analysis results to draw inferences and conclusions.
  • Collaborated with leadership team to identify relevant questions and determine best methods of resolving our client disputes and needs.

Education

High School Diploma -

Westwood High School
Mesa, AZ
05.2009

Skills

  • Service Quality
  • Performance Goals
  • Call Control
  • Customer Service and Assistance
  • Data Collection
  • File Management
  • Data Analysis
  • Strong Telephone Etiquette
  • Spanish Interpreting
  • Active Listening
  • Billing Adjustments and Refunds
  • Data Evaluation

Languages

Spanish
Native or Bilingual

Timeline

Customer Service/Research Support Specialist

Verra Mobility
07.2014 - Current

High School Diploma -

Westwood High School

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Giovanni Ferrari Castillo