Nicol Ortega
Humble,TX
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Partner Hero
San Pedro Sula, Honduras
08.2021 - 12.2022
- Answered inbound calls, chats and emails to facilitate customer service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Monitored employee productivity to provide constructive feedback and coaching.
Technical Support Representative
Alorica
San Pedro Sula, Honduras
10.2018 - 10.2021
- Served as first point of contact for incoming technical service calls and emails.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Handled customer service issues by providing guidance or escalating for advanced support.
Customer Support Associate
Allied Global
San Pedro Sula, Honduras
04.2013 - 06.2017
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Apply problem-solving skills to resolve customer inquiries and disputes, and escalate using appropriate channels when necessary.
- Maintained positive working relationship with fellow staff and management.
Education
High School Diploma -
Centro Cultural Sampedrano
San Pedro Sula, Honduras11-2010
Some College (No Degree) - Psychology
Universidad Nacional Autonoma De Honduras
San Pedro Sula, HondurasSkills
- Call Management
- Problem-solving abilities
- Customer service
- Proactive
- Time Management
- Detail Oriented
Languages
English
Full Professional
Spanish
Native/ Bilingual
Timeline
Customer Service Representative
Partner Hero
08.2021 - 12.2022
Technical Support Representative
Alorica
10.2018 - 10.2021
Customer Support Associate
Allied Global
04.2013 - 06.2017
High School Diploma -
Centro Cultural Sampedrano
Some College (No Degree) - Psychology
Universidad Nacional Autonoma De Honduras
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