Summary
Overview
Work History
Education
Skills
Accomplishments
Awards
Volunteer Experience
References
Hobbies and Interests
Timeline
Generic

Jose Cordon Espinoza

Villanueva Zona 4,Guatemala

Summary

Diplomatic Customer Service Agent versed in applying strong communication, problem-solving skills and polite, professional demeanor to resolve customer issues and maximize satisfaction. Experienced in exceeding performance goals in fast-paced call center environments. Trained in connecting with customers to build positive relationships and strengthen loyalty.

Overview

4
4
years of professional experience

Work History

CIAV Teacher

04.2010 - 12.2012
  • Duties included English language teaching, tutoring, mentoring, interpreting, computer entry, and other closely related responsibilities
  • Additionally, facilitated other teacher’s training in English language instruction, instructional guidance, & mentoring.

School Librarian Assistant

04.2009 - 09.2009
  • Duties included logging, maintaining, and tracking literary materials; computer entry and other closely related responsibilities.

Customer Service Agent/Supervisor

  • Increased Customer Satisfaction: Enhanced customer satisfaction scores by 20% through effective resolution of customer complaints and implementation of proactive communication strategies
  • Reduced Response Time: Decreased average response time to customer inquiries by 30% by optimizing workflow processes and utilizing customer relationship management (CRM) software
  • Sales Growth: Boosted sales by 15% in the first quarter by identifying customer needs and recommending appropriate products, resulting in increased cross-selling and up-selling opportunities
  • Retention Rate Improvement: Achieved a 25% improvement in customer retention rate by developing personalized follow-up protocols and loyalty programs
  • Efficient Issue Resolution: Resolved 95% of customer issues on the first call through comprehensive product knowledge and effective troubleshooting techniques
  • Training and Development: Trained and mentored a team of 10 new customer service representatives, leading to a 53% reduction in onboarding time and increased team productivity
  • Process Optimization: Implemented a new ticketing system that streamlined the handling of customer queries, resulting in a 39% reduction in ticket backlog
  • Customer Feedback Utilization: Collected and analyzed customer feedback to identify areas for improvement, leading to the development of a new customer service protocol that increased positive feedback by 24%.

Education

Bachelors of Arts - Biological Sciences

University of the People
01.2025

Associate of Arts Degree -

University of the People
01.2023

Skills

  • Call Control
  • Information Verification
  • Customer Relations
  • Documentation And Reporting
  • Outstanding communication skills
  • Problem Resolution
  • Billing Inquiries
  • Complaint Handling
  • De-Escalation Techniques
  • Inbound Customer Service
  • Inbound Call Management
  • Customer Service
  • Customer Complaint Resolution

Accomplishments

  • School Project Representative
  • GPA 3.2
  • Completed the CIAV English Evaluation with an overall score of 95.6%
  • Computer Technician Certification
  • Certified as CIAV (English as a Second Language Instructor)

Awards

  • Outstanding Student Scholarship
  • Perfect Attendance Award

Volunteer Experience

Life Choice Missions, Outstanding Service Awards – 2021, Outstanding Service Awards – 2022, Outstanding Service Awards – 2023, Outstanding Service Awards – 2024

References

  • Ben Vessup, Administrator/ Life Choice Missions, 909-486-2340
  • Marcos Lopez, Supervisor/ CIAV, 502-5660-1107
  • Eliezer Gomez, Supervisor/Administrator /CIAV & HOUSE OF ENGLISH, 502-5909-9891
  • Anderson Benito, Friend, 502-5275-5928

Hobbies and Interests

  • Soccer
  • Football
  • Basketball
  • Tennis

Timeline

CIAV Teacher

04.2010 - 12.2012

School Librarian Assistant

04.2009 - 09.2009

Customer Service Agent/Supervisor

Bachelors of Arts - Biological Sciences

University of the People

Associate of Arts Degree -

University of the People
Jose Cordon Espinoza