Yessenia Castillo
Aurora
Summary
Disciplined and enthusiastic, with a high adaptability to
changes and learning new processes. Eager to achieve
goals and provide results. Commended on multiple
occasions by my supervisors and managers for super
costumer service and communication skills. Committed to
provide assistance when needed and to help develop
agents to outperform and surpass any goal.
Overview
5
5
years of professional experience
Work History
Collections Agent . Promoted to Quality Assurance
KM2 Solutions
11.2019 - 08.2022
- Negotiated payment arrangements with customers effectively.
- Trained new agents on best practices and procedures thoroughly.
- Worked with team members to create efficient workflows, resulting in high productivity.
- Conducted internal audits to measure adherence to established QA standards.
- Prepared and analyzed internal and external quality reports for management staff review.
Customer Service Representative
Comcast
01.2019 - 10.2019
- Resolved technical issues for customers, enhancing satisfaction through effective troubleshooting.
- Documented customer interactions in support ticketing system, ensuring accurate records for future reference.
- Educated customers on new products and service features.
- Escalated complex issues to appropriate departments, facilitating timely resolutions for customer concerns.
Sales Agent
Allied Global
09.2017 - 12.2018
- Developed promotional strategies and campaigns in collaboration with management to drive sales growth.
- Discussed sales goals and performance updates in regular team meetings to align team efforts.
- Resolved customer inquiries to enhance satisfaction and loyalty.
Education
Business Administration -
Autonomous University of Honduras
High School Diploma -
Inst. Tecnológico De Administración De Empresas
11-2014
Skills
- Payment processing
- Financial reporting
- Data analysis
- Quality assurance audits
- Customer tracking systems
- Negotiation
- Conflict resolution
Languages
English
Professional
Spanish
Native/ Bilingual
Timeline
Collections Agent . Promoted to Quality Assurance
KM2 Solutions
11.2019 - 08.2022
Customer Service Representative
Comcast
01.2019 - 10.2019
Sales Agent
Allied Global
09.2017 - 12.2018
Business Administration -
Autonomous University of Honduras
High School Diploma -
Inst. Tecnológico De Administración De Empresas