José Antonio Medina
Santiago De Los Caballeros,RD
Summary
Personable and dedicated Customer Service Representative with extensive experience in Call Center industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
21
21
years of professional experience
Work History
Parts & Pricing
Alphacom
Santiago
02.2023 - Current
- Maintained a database of current pricing information for all products and services offered by the company.
- Customer's assistance when returning a product, estimated time of arrival (ETA), managing return/paid labels.
- Assistance towards any installation costs, contractors scheduling.
- Procuring the best option for repairing or replacing units for customer.
Customer Service Representative
SPI
Santiago, RD
08.2021 - 11.2022
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Developed strong customer relationships to encourage repeat business.
- Made outbound calls to obtain account information.
- Set up and activated customer accounts.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Team Lead
Voiceteam
Santiago, RD
02.2019 - 03.2021
- Completed daily quality assurance duties to provide feedback for improvements.
- Created and distributed monthly, quarterly and annual reports to management regarding performance.
- Reviewed completed work to verify consistency, quality and conformance.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
Supervisor
Data Vimenca
Santiago, RD
06.2014 - 03.2018
- Responded to customer questions regarding products, prices and availability.
- Resolved customer complaints and adjusted policies to meet changing needs.
- Responded to employee concerns or complaints by coordinating with human resources team to solve issues.
- Monitored employee productivity to provide constructive feedback and coaching.
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
- Planned and managed resources to consistently meet production, quality and cost goals.
Customer Service Representative
Sky Max
Santiago, RD
04.2012 - 06.2012
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Consulted with customers to resolve service and billing issues.
Quality Assurance Analyst
United Nearshore Operations
Santiago, RD
02.2005 - 01.2010
- Maintained self-study program to enhance QA knowledge and skills.
- Prepared and analyzed internal and external quality reports for management staff review.
- Trained and led staff on proper QA standards.
- Communicated regularly with management to discuss quality trends.
- Conducted internal audits to measure adherence to established QA standards.
Sales Representative
Americall
Puerto Plata, RD
02.2004 - 01.2005
- Answered product questions with up-to-date knowledge of sales and promotions.
- Drove substantial sales through suggestive selling and by promoting add-on purchases.
- Monitored customer order process and addressed customer issues.
Education
Associate of Arts - Emotional Inteligence
Infotep
Santiago03-2019
Associate of Arts - Customer Service
Infotep
Santiago03-2009
Associate of Arts - Efective Time Management
Infotep
Santiago02-2009
High School Diploma -
CENAPEC
Santiago06.2000
Repair And Computer Maintnance. -
INAFOTEC
SANTIAGO01.2000
Skills
- Report Generation
- Report Creation
- POS Systems and Ordering Platforms
- Credit Card Payment Processing
- Call Documentation
- Data Entry and Maintenance
- Customer Service
- Order and Refund Processing
- Verbal and Written Communication
- Inbound and Outbound Calling
Personal References
- Francisco Henríquez (Manager Voice Team) Tel. 809-433-2608
- Paola Rodríguez (Business Relationship) Tel. 829-914-8595
- Cristóbal Herrera Tel. 809-993-4686
Timeline
Parts & Pricing
Alphacom
02.2023 - Current
Customer Service Representative
SPI
08.2021 - 11.2022
Team Lead
Voiceteam
02.2019 - 03.2021
Supervisor
Data Vimenca
06.2014 - 03.2018
Customer Service Representative
Sky Max
04.2012 - 06.2012
Quality Assurance Analyst
United Nearshore Operations
02.2005 - 01.2010
Sales Representative
Americall
02.2004 - 01.2005
Associate of Arts - Emotional Inteligence
Infotep
Associate of Arts - Customer Service
Infotep
Associate of Arts - Efective Time Management
Infotep
High School Diploma -
CENAPEC
Repair And Computer Maintnance. -
INAFOTEC
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