Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Kirssy Castro

Yonkers,NY

Summary

Dynamic customer service professional with extensive experience at Alorica, adept at resolving conflicts and enhancing customer loyalty through effective problem resolution and active listening. Proven ability to manage high-stress situations while maintaining professionalism, contributing to positive customer experiences and repeat business. Skilled in data entry and complaint handling.

Overview

6
6
years of professional experience

Work History

Customer Service Representative

Alorica
Santo Domingo Rep. Dom
02.2024 - 02.2025
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Delivered effective solutions to complex customer issues and enhanced company relations.
  • Responded to customer requests for products, services, and company information.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.

Customer Service Representative

CCD Innovation
Santo Domingo Pueblo, NM
09.2022 - 01.2024
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

Interpreter

TransPerfect
Republica Dominicana
03.2019 - 03.2022
  • Utilized active listening skills and cultural sensitivity to convey accurate interpretations.
  • Preserved accuracy in conveying message content, tone, and emotion.
  • Provided oral interpretations for clients during special events, successfully maintaining pace with native speakers to deliver real-time comprehension.
  • Interpreted remotely through video conferencing or phone to facilitate communication between parties unable to meet in person.
  • Enhanced communication between clients and non-English speakers by providing accurate translations in real-time conversations.
  • Improved patient outcomes in healthcare settings by facilitating clear communication between medical professionals and non-English speaking patients.

Education

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Universidad Catolica Santo Domingo
Santo Domingo, Rep. Dom.

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Customer relations
  • Problem resolution
  • Call center experience
  • Computer proficiency
  • Conflict resolution
  • Complaint handling
  • Payment processing
  • Call management
  • Product knowledge

Languages

Spanish
Native or Bilingual

Timeline

Customer Service Representative

Alorica
02.2024 - 02.2025

Customer Service Representative

CCD Innovation
09.2022 - 01.2024

Interpreter

TransPerfect
03.2019 - 03.2022

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Universidad Catolica Santo Domingo
Kirssy Castro