Verónica Elisa Rodríguez Batres
Guatemala,MA
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships. Bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Large experience in sales and back office assistance to ensure good customer service and correct delivery of the products, as well as solve pending issues. Assist Management with difficult customers to solve issues, Accustomed to work under pressure, handled online tools to collect for service fees and products.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
US Embassy Guatemala
11.2022 - Current
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Developed and updated databases to handle customer data.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Updated account information to maintain customer records.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Processed customer service orders promptly to increase customer satisfaction.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Responded to customer requests for products, services, and company information.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Developed and maintained courteous and effective working relationships.
Mailroom Clerk
US Embassy Guatemala
10.2020 - 11.2022
- Utilized physical strength to move mail and packages of varying sizes and weights.
- Ensured compliance with postal regulations, adhering to proper packaging guidelines and documentation requirements for all outgoing mail shipments.
- Distributed mail on foot to residences and businesses, delivering to approximately [Number] customers per shift.
- Weighed letters and packages and calculated costs based on classification, weight, and destination.
- Maintained clean and organized mail room to promote safety and efficiency.
- Assisted with implementing new mailroom systems and training staff to improve operations.
- Developed strategies to speed up mail mail sorting and delivery processes.
- Processed outgoing mail with a high level of accuracy, including weighing packages and calculating appropriate postage fees.
- Managed inventory of office supplies, minimizing downtime due to shortages by proactively replenishing stock as needed.
- Maintained a well-organized mailroom, enabling quick retrieval of packages and correspondence for employees.
- Maintained mailroom supply inventories, purchase orders and vendor supplies.
- Created detailed documentation for package tracking purposes, allowing recipients to monitor the status of their shipments in real time.
- Safeguarded sensitive information by properly handling confidential documents according to company policies and procedures.
- Maintained customer satisfaction by responding to customer inquiries and complaints.
- Stamped sealed and sorted mail for delivery to other brances.
- Labeled, weighed and processed mail and packages for efficient distribution.
- Provided exceptional customer service by promptly addressing questions or concerns from employees regarding their incoming or outgoing mail.
- Proven ability to learn quickly and adapt to new situations.
- Worked effectively in fast-paced environments.
- Worked well in a team setting, providing support and guidance.
- Organized and detail-oriented with a strong work ethic.
WAE Roving Assistant
US Embassy Guatemala
07.2019 - 10.2020
- Collected and input timesheet data into automated accounting system and processed labor corrections.
- Enhanced team communication through effective scheduling, meeting coordination, and correspondence management.
- Created and distributed agendas for meetings and conference calls as part of meeting preparation.
- Performed wide-ranging administrative, financial and service-related functions.
- Answered incoming phone calls to process requests, transfer calls, or relay messages to appropriate personnel.
- Developed and maintained filing systems to facilitate easy access to information.
- Monitored and ordered supplies and materials to keep office well stocked.
- Updated database of contacts and resources for company-wide distribution.
- Reviewed and edited documents for accuracy, grammar and clarity.
- Safeguarded sensitive information through proper documentation handling, data entry, and record maintenance procedures.
- Managed calendars and coordinated travel arrangements and accommodation for senior-level staff to optimize schedules.
- Followed detailed directions from management to complete daily paperwork and computer data entry.
- Facilitated smooth project execution by managing deadlines, resources allocation, and progress updates.
- Streamlined office operations for enhanced productivity with organized filing systems and task prioritization.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
Customer Sales and Service Expert
Conduent/ Royal Caribbean Int.
10.2014 - 05.2019
- Cross-trained and provided backup support for organizational leadership.
- Troubleshot sales and service operations to increase profitability and bring positive organizational change.
- Utilized CRM tools to manage and track customer interactions, ensuring accurate record-keeping and timely followups.
- Maintained up-to-date knowledge of product and service changes.
- Collaborated with team members to achieve monthly sales targets and improve overall performance metrics.
- Answered in-depth questions about company offerings, service policies and benefits of each plan.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Completed call documentation while speaking with customers.
- Handled sales paperwork and payments with high degree of accuracy to minimize recordkeeping errors.
- Provided comprehensive after-sales support, ensuring a positive experience that led to referrals and new client acquisitions.
- Investigated and resolved accounting, service and delivery concerns.
- Streamlined processes for handling customer complaints, resulting in faster resolutions and increased satisfaction rates.
- Delivered excellent customer service by actively listening to concerns, empathizing with their situation, and offering practical solutions promptly.
- Cross-sold and upsold products to customers based on solid understanding of current and forecasted needs.
- Exceeded sales goals consistently through effective negotiation tactics and persuasive communication skills.
- Researched client requests to create best possible solutions for diverse needs.
- Employed consultative techniques, using probing questions to overcome objections and close sales.
- Handled calls promptly and with courteous professionalism.
- Navigated multiple computer systems expertly to handle customers' sales and service needs.
- Implemented upselling techniques to maximize revenue opportunities while delivering value-added solutions to clients.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Managed time efficiently in order to complete all tasks within deadlines.
- Cultivated interpersonal skills by building positive relationships with others.
- Proven ability to learn quickly and adapt to new situations.
- Resolved problems, improved operations and provided exceptional service.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Education
BBA - Business Administration
GAIA Business School
Guatemala02.2018
Professional Interpreter - Language Interpretation And Translation
IGA
Guatemala08.2010
Skills
- Money handling abilities
- Order Processing
- Direct Sales
Languages
Korean
Elementary
Portuguese
Limited Working
Timeline
Customer Service Representative
US Embassy Guatemala
11.2022 - Current
Mailroom Clerk
US Embassy Guatemala
10.2020 - 11.2022
WAE Roving Assistant
US Embassy Guatemala
07.2019 - 10.2020
Customer Sales and Service Expert
Conduent/ Royal Caribbean Int.
10.2014 - 05.2019
BBA - Business Administration
GAIA Business School
Professional Interpreter - Language Interpretation And Translation
IGA
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