Ana Elisa Lombana
Bogotá.DC
Summary
Proven Customer Service and Sales expert with a track record of enhancing customer satisfaction and boosting sales revenue at Adrian Lopez. Skilled in conflict resolution and Microsoft Office Suite, adept at turning challenging situations into loyal clientele. Increased loyalty through empathetic service and strategic product upselling, demonstrating critical thinking and problem-solving abilities. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
11
11
years of professional experience
Work History
Customer Service Representative and Sales
Adrian Lopez
01.2022 - 11.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
- Increased customer satisfaction by addressing and resolving complex issues effectively.
- Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
- Reduced wait times through efficient call handling, enhancing overall customer satisfaction rates.
- Developed a comprehensive knowledge of product offerings to better assist customers with informed recommendations.
- Supported team members during peak periods by sharing workload and providing guidance when needed.
- Contributed to positive team culture, driving motivation and productivity among peers.
- Maintained high levels of customer retention with proactive relationship-building strategies.
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
- Delivered exceptional service by consistently meeting or exceeding performance metrics for quality, speed, and accuracy.
Customer Service Representative
Lucia Arango
12.2020 - 12.2020
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
Teleperformance
Dennis Vama
09.2019 - 11.2020
- Collaborated closely with other administrative staff members to ensure seamless coordination of essential back-office functions.
- Reduced errors in data entry tasks by implementing a double-check system for accuracy.
- Provided timely support to various departments, ensuring smooth daily operations and increased productivity.
- Contributed to a positive work environment by facilitating team-building activities and fostering camaraderie among colleagues.
Sales Representative
Alejandra Camacho
03.2013 - 03.2018
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Expanded customer base through cold calling, networking, and relationship building.
- Increased sales revenue by identifying and targeting high-potential accounts.
- Built strong relationships with clients through attentive service, leading to repeat business and referrals.
- Emphasized product specifications to meet customer needs.
- Educated customers on promotional options, sales policies and methods for obtaining desired results from company offerings.
- Enhanced the overall customer experience by providing personalized recommendations based on their preferences and needs.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Upsold additional products or services when appropriate, contributing to higher average transaction values per sale.
- Cultivated and strengthened account relationships to achieve and exceed company targets.
Education
BUSINESS CREATION SEMINAR - Business Creation
BUSINESS TRAINING CENTER. MARIO SANTODOMINGO
Bogotá, Colombia12.2005
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Customer Relations
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Complaint Handling
- Microsoft Excel
- Complaint resolution
- Customer satisfaction measurement
- Professional telephone demeanor
- Microsoft Outlook
- Product Knowledge
- Microsoft PowerPoint
- Microsoft Office Suite
- Building rapport
- Technical Support
- Product Sales
- Product and service solutions
Timeline
Customer Service Representative and Sales
Adrian Lopez
01.2022 - 11.2023
Customer Service Representative
Lucia Arango
12.2020 - 12.2020
Teleperformance
Dennis Vama
09.2019 - 11.2020
Sales Representative
Alejandra Camacho
03.2013 - 03.2018
BUSINESS CREATION SEMINAR - Business Creation
BUSINESS TRAINING CENTER. MARIO SANTODOMINGO
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