Shylo Bautista
Orem,UT
Summary
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
19
19
years of professional experience
Work History
Customer Service Advocte,
Wayfair
Orem, UT
04.2017 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
Trainer
Convergys
Orem, UT
05.2003 - 03.2017
- Supervise and monitor students' use of tools and equipment.
- Observe and evaluate students' work to determine progress, provide feedback, and make suggestions for improvement.
- Determine training needs of students or workers.
- Administer oral, written, or performance tests to measure progress and to evaluate training effectiveness.
- Prepare reports and maintain records such as student grades, attendance rolls, and training activity details.
- Conduct on-the-job training classes or training sessions to teach and demonstrate principles, techniques, procedures, or methods of designated subjects.
- Participate in conferences, seminars, and training sessions to keep abreast of developments in the field, and integrate relevant information into training programs.
- Present lectures and conduct discussions to increase students' knowledge and competence using visual aids, such as graphs, charts, videotapes, and slides.
Skills
- Building Customer Trust and Loyalty
- Responding to Difficult Customers
- Order and Refund Processing
- Understanding Customer Needs
- Call Documentation
- Customer Data Confidentiality
- Personalized Customer Service
- Issue and Complaint Resolution
- Calm and Professional Under Pressure
- Call Center Customer Service
- Efficient and Detail-Oriented
- Upbeat and Positive Personality
Timeline
Customer Service Advocte,
Wayfair
04.2017 - Current
Trainer
Convergys
05.2003 - 03.2017