Maria Trejo
Orlando,FL
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Overview
3
3
years of professional experience
Work History
Customer Care Representative
Inktel Contact Center Solutions
10.2022 - 04.2024
- Managed approximately 8-10 calls/chats per hour with exceptional professionalism and efficiency during peak times.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Maintained high level of product knowledge to provide accurate information and support to customers.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Delivered comprehensive product support, assisting customers with troubleshooting and usage guidance.
- Developed effective time management strategies to efficiently handle multiple tasks simultaneously without compromising quality.
Customer Care Representative
Concentrix
12.2020 - 07.2022
- Managed escalated cases efficiently while maintaining professionalism and composure under pressure.
- Exceeded expectations in first call resolution rates by utilizing expert knowledge of products and services offered.
- Maintained accurate documentation of all customer interactions within CRM systems for future reference.
- Mentored junior representatives in best practices for exceptional customer service delivery.
- Established rapport with clients, ensuring positive experience in every interaction.
- Conducted regular quality assurance checks on completed work orders, ensuring accuracy and consistency across all accounts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Education
High School Diploma -
Maynard Evans High School
Orlando, FL05.2020
Some College (No Degree) - Cyber Security
University of Central Florida
Orlando, FLSkills
- Call center experience
- Data Entry
- First Call resolution
- CRM Software
- Computer Skills
- Calm Under Pressure
- Microsoft Office
- Critical Thinking
- Issue and Complaint Resolution
- Fluent Spanish
Timeline
Customer Care Representative
Inktel Contact Center Solutions
10.2022 - 04.2024
Customer Care Representative
Concentrix
12.2020 - 07.2022
High School Diploma -
Maynard Evans High School
Some College (No Degree) - Cyber Security
University of Central Florida