Katherine Centurion Petta

Bilingual Call Center Agent

Agape Transportation Management

08.2023 - 07.2024

Assisted in reducing call and message wait times by promptly answering incoming calls and messages without compromising service quality.
Enhanced customer satisfaction by efficiently addressing and resolving inquiries in both the English and Spanish language.
Improved first-call resolution rates through effective problem-solving skills and comprehensive knowledge of company offerings and information.
Handled sensitive information with utmost discretion, adhering strictly to privacy regulations and company policies.
Reduced process inconsistencies and effectively trained team members on best practices, protocols, policies, company operations, and services.
Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Adapted communication style according to caller''s requirements, promoting clear understanding between parties involved.
Maintained professional demeanor while effectively managing high-stress situations and irate callers.
During certain shifts, dispatched trips to ensure timeliness for member pickups, and work for the drivers.
Confirmed trips to stimulate higher engagement rates, streamlined communication, and reduced no-shows.
Obtained and exercised data entry skills by performing tasks such as, address fixing, price fixing, system cleaning, trip labeling, and lead time fixing.
Reported incidents and accidents, and worked with supervisors to aid and direct members and drivers in more serious case situations, such as car accidents.