Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic
Marvin Alvizurez

Marvin Alvizurez

Guatemala,GT

Summary

Experienced and results-driven professional with a strong background at Nearsol Guatemala, specializing in creative problem-solving and effective communication. Recognized for exceptional phone etiquette and a quick-thinking approach, contributing to enhanced customer satisfaction and retention. Proven expertise in bilingual customer service, coaching, and team leadership, with a track record of driving operational efficiency and successfully managing change.

Overview

9
9
years of professional experience

Work History

Customer Service Representative

Nearsol Guatemala
Guatemala, Guatemala
06.2023 - Current
  • Provided exceptional customer support by handling inquiries via phone, email, and chat, ensuring accurate and timely resolutions for billing, service requests, and outages.
  • Assisted customers with billing inquiries, payment processing, and setting up payment plans, effectively resolving discrepancies and enhancing customer satisfaction.
  • Managed service requests, including starting, stopping, and transferring energy services while maintaining accurate account records.
  • Addressed and resolved customer concerns with a problem-solving approach, escalating complex issues when necessary to ensure efficient resolutions.
  • Educated customers on energy efficiency programs, rebates, and conservation strategies, promoting Duke Energy’s renewable energy and assistance initiatives.
  • Maintained compliance with company policies and regulatory guidelines while documenting customer interactions and service requests in CRM systems.
  • Collaborated with internal departments to streamline processes and improve overall service quality, contributing to a positive customer experience.

Trainer

Alorica Guatemala
Guatemala, Guatemala
03.2016 - 12.2018
  • Designed, developed, and delivered comprehensive training programs for new hires and existing employees, ensuring alignment with company policies and customer service standards.
  • Facilitated interactive training sessions on customer service best practices, product knowledge, troubleshooting, and effective communication skills.
  • Conducted hands-on coaching and mentoring, providing individualized feedback to enhance agent performance and customer engagement.
  • Assessed trainees' progress through evaluations, role-playing exercises, and performance metrics, identifying areas for improvement, and tailoring training accordingly.
  • Collaborated with operations and management teams to refine training materials and implement process improvements based on customer service trends and business needs.
  • Ensured training compliance with company objectives, industry regulations, and quality assurance standards.
  • Led initiatives to enhance employee engagement and retention by fostering a positive learning environment, and promoting professional development opportunities.

Education

Bachillerato - Ciencias y Letras

Colegio Particular Mixto Moderno Jutiapaneco
01.2014

Skills

  • Exceptional Communication and Interpersonal Skills
  • Strategic Problem-Solving and Decision-Making
  • Adaptable and Quick-Thinking in High-Pressure Situations
  • Strong Coaching, Mentoring, and Team Development
  • Effective Leadership Through Organizational Change
  • Recruitment, Onboarding, and Employee Training
  • Bilingual Customer Service and Conflict Resolution
  • Proactive and Fast Learner with a Growth Mindset
  • Bilingual customer services
  • Ability to Quickly Grasp and Implement New Processes

Languages

Native, Second Language

Timeline

Customer Service Representative

Nearsol Guatemala
06.2023 - Current

Trainer

Alorica Guatemala
03.2016 - 12.2018

Bachillerato - Ciencias y Letras

Colegio Particular Mixto Moderno Jutiapaneco

Similar Profiles

CREATE PROFILE
Marvin Alvizurez