Luis Orlando Serpa
Las Vegas,NV
Summary
Dynamic customer service professional with a proven track record at Bank of America, excelling in problem-solving and team collaboration. Adept at implementing feedback to enhance service quality, I effectively manage customer inquiries and ensure satisfaction through excellent communication and attention to detail. Committed to driving customer engagement and support excellence.
Overview
6
6
years of professional experience
Work History
Digital Customer Care Agent
Sunbit
Las Vegas, NV
11.2024 - Current
- Resolved customer inquiries through various communication channels, ensuring timely and effective support.
- Collaborated with cross-functional teams to enhance customer service processes and improve overall satisfaction.
- Utilized software to track interactions, document issues, and manage follow-ups efficiently.
- Assisted in troubleshooting technical issues, providing customers with clear guidance and solutions.
Call Center Representative
Sunbit
Las Vegas, NV
03.2023 - 11.2024
- Resolved customer inquiries efficiently through effective communication and problem-solving skills.
- Provided accurate information on product features, benefits, and pricing to enhance customer satisfaction.
- Utilized CRM software to track customer interactions and ensure timely follow-ups on outstanding issues.
- Collaborated with team members to streamline call handling processes, improving overall service efficiency.
Manager, Sales and Customer Support
Bank of America
Las Vegas, NV
02.2020 - 04.2021
- Led sales initiatives to enhance customer engagement and satisfaction.
- Developed training materials for support staff to improve service quality.
- Implemented streamlined processes for handling customer inquiries efficiently.
- Coordinated cross-functional teams to resolve complex customer issues promptly.
Education
Associate of Arts -
University of California, Los Angeles
Los Angeles, CA06-2019
Skills
- Feedback implementation
- Performance tracking
- Teamwork
- Teamwork and collaboration
- Customer service
- Problem-solving
- Problem-solving skills
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking
- Calm and professional under pressure
- Reliability
- Excellent communication
- Computer skills
- Understanding customer needs
- Customer service excellence
- Team collaboration
- Calm under pressure
- Active listening
- Adaptability and flexibility
Languages
Spanish
Native or Bilingual
Timeline
Digital Customer Care Agent
Sunbit
11.2024 - Current
Call Center Representative
Sunbit
03.2023 - 11.2024
Manager, Sales and Customer Support
Bank of America
02.2020 - 04.2021
Associate of Arts -
University of California, Los Angeles