Adept at navigating high-stakes customer service scenarios, I significantly enhanced client retention for CORPORATION MISTI S.A./ COCA COLA PERU through expert complaint handling and relationship building. My skills in customer relationship management and contract negotiation led to resolving critical issues, ensuring client satisfaction and loyalty.
Work History
Customer Service Executive
CORPORATION MISTI S.A./ COCA COLA PERU
Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
Expertly navigated escalating situations, leading to resolutions that satisfied both clients'' needs while adhering to company policies.
Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
Boosted customer retention rates by providing exceptional service and building rapport with clients.
Education
EXECUTIVE SECRETARIAL
ENRIQUE LOPEZ ALBUJAR
LIMA PERU
Skills
Team Collaboration
Customer Engagement
Customer Relationship Management
Complaint Handling
Client Engagement
Online chat and email
Contract Negotiation
Relationship Building
Accomplishments
Processed new accounts and suggested additional products and services, increasing purchases by $[Number] on average per account.
Mentored new customer service representatives in telephone etiquette and problem solving skills, improving their overall confidence and enabling them to begin taking calls within days of hire.
Developed a new telephone script that was positively received by customers and so impressive that management implemented it for the entire department.
Developed exemplary research skills which helped alleviate customer issues quickly and effectively, saving relationships.
Boosted customer call intake from an average of [Number] daily calls to [Number] calls by asking open-ended questions and making effective suggestions.
Suggested free upgrades for customer equipment that clients were unaware of which boosted brand loyalty.
Explained policies on product returns in great detail, reducing repeat calls by [Number]%.
Achieved [Result] by completing [Task] with accuracy and efficiency.
Resolved product issue through consumer testing.
Documented and resolved [Issue] which led to [Results].
Supervised team of [Number] staff members.
Collaborated with team of [Number] in the development of [Project name].
Achieved [Result] by introducing [Software] for [Type] tasks.