GLORIA OTTO
Saint Clair,MI
Summary
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.
Highly-motivated,with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
16
16
years of professional experience
Work History
CIC Bilingual Spanish Consultant
Dako Group
Auburn Hills, Michigan
10.2023 - Current
- Promptly and professionally answered inbound calls, providing accurate information and assisting with customer inquiries while consistently maintaining service-level standards.
- Handled customer concerns and complaints with empathy and efficiency, ensuring customers felt confident they reached the right place from their very first contact, and offering appropriate escalation when necessary.
- Consistently met or exceeded daily performance targets, including handling time and number of interactions per day.
- Documented customer interactions with precision in the Porsche CRM system, supporting data integrity, and follow-up efficiency.
- Developed personalized communications aligned with client needs, improving communication, and strengthening client relationships.
- Efficiently routed customer and prospect requests to the appropriate Porsche Centers for timely follow-up.
INTERNATIONAL TEAM LEAD
Total Life Changes
Fair Haven, MI
11.2021 - 02.2023
- Delegated daily tasks to team members to optimize group productivity
- Monitored team progress and enforced deadlines
- Created and distributed monthly, quarterly, and annual reports to management regarding Sales
- Worked closely with shipping, and other departments to coordinate movements and keep workflows smooth
- Reviewed completed work to verify consistency, quality and conformance
- Assist in creation of employee contracts, work with the country manager in creation of yearly review
- Record employee attendance, including vacation, and sick time, as well as documenting employee performance including reviews, and counseling.
CUSTOMER SERVICE REPRESENTATIVE
Total Life Changes
Fair Haven, MI
04.2021 - 10.2021
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Remained calm and professional in stressful circumstances and effectively diffused tense situations
- Educated customers on special pricing opportunities and company offerings
- Escalated customer concerns, issues, and requirements to supervisors for immediate rectification
- Answered inbound calls, chats, and emails to facilitate customer service.
TEAM MEMBER
Tim Hortoms
Saint Clair, MI
09.2020 - 04.2021
- Maintained excellent levels of workplace cleanliness around equipment to enhance safety and productivity
- Assisted newly hired team members by explaining company procedures and safety requirements
- Trained new team members using approved training materials and information.
CUSTOMER SERVICE AND BACK OFFICE AGENT
LATAM PERU
Pucallpa, Perú
12.2009 - 06.2018
- Communicated security issues and protocols to clients traveling to unstable countries or locations
- Responded immediately to clients' questions, issues, and complaints and found effective solutions when required
- Created itineraries for clients based on customer interests, budgets and availability
- Answered incoming calls and replied to emails to answer all client questions regarding pricing, accommodation, and concerns
- Built long-term client relationships to generate repeat business and referrals
- Enhanced customer satisfaction ratings, researching travel options, negotiating rates, presenting best deals and resolving issues efficiently
- Researched and created memorable and exquisite travel itineraries for high-level clients, celebrities, politicians and business executives
- Took payments via credit and debit cards and handled all sensitive information with professionalism and discreteness.
Education
Degree in Progress - Public Affairs
Universidad Privada Domingo Savio
Santa Cruz De La Sierra, BoliviaBusiness Management Diploma - Business Management
Centrum Catolica
Lima, Peru Skills
- Time management
- Workplace professionalism
- Effective team player
- Multitasking and organization
- Dependable and reliable
- Staff training
- Cheerful and energetic
- Fluent in Spanish
- Problem resolution
Accomplishment
- Led a Basic Amadeus training for 5 fellow staff members. Supervised team of three staff members.
- Developed relationships with new clients and typically exceeded sales goals by 250 %
- Cross-trained on the agency manager's duties and was entrusted to handle all of that individual's job responsibilities when s/he was unavailable.
- Consistently maintained high customer satisfaction ratings.
- International travel awards for achieving and exceeding monthly and annual goals.
- Recognized as Employee of the month for outstanding performance in customer service.
- Satisfactory to Exceeds requirements rating in Employee Annual Performance Review.
- Recognized as “Agent of the Quarter” for outstanding performance and exceptional results.
- Recognized by my team as the “Human Wikipedia” for being a reliable resource of knowledge.
- Awarded Top QA Performer of the Month for June and July in recognition of dedication and hard work.
Timeline
CIC Bilingual Spanish Consultant
Dako Group
10.2023 - Current
INTERNATIONAL TEAM LEAD
Total Life Changes
11.2021 - 02.2023
CUSTOMER SERVICE REPRESENTATIVE
Total Life Changes
04.2021 - 10.2021
TEAM MEMBER
Tim Hortoms
09.2020 - 04.2021
CUSTOMER SERVICE AND BACK OFFICE AGENT
LATAM PERU
12.2009 - 06.2018
Degree in Progress - Public Affairs
Universidad Privada Domingo Savio
Business Management Diploma - Business Management
Centrum Catolica
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