Daniel Andres Méndez Carranza
Bogotá,DC
Summary
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.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Everise
11.2022 - 10.2024
- Assisted elderly customers with prescription refills, medication orders, and general pharmacy inquiries via phone and online communication.
- Processed medication orders, ensuring accuracy and timely delivery, while addressing any concerns about dosage, side effects, or instructions.
- Acted as a liaison between customers and healthcare providers, contacting doctors' offices to request prescription renewals or changes on behalf of patients.
- Educated customers on medication usage, potential interactions, and proper storage, providing clear instructions to ensure they followed prescribed treatment regimens.
- Provided compassionate support to elderly individuals, answering questions and offering guidance through potentially complex medication processes.
Gaming Associate
IGT Solutions
02.2022 - 10.2022
- Delivered comprehensive support to gamers via live chat and email, providing assistance with game-related issues, account problems, technical troubleshooting, and billing inquiries.
- Acted as the first point of contact for players experiencing technical difficulties with games, in-game purchases, account access, or software bugs.
- Provided clear, step-by-step guidance on resolving common issues such as account recovery, connectivity problems, error codes, and gameplay features.
- Maintained a high level of player satisfaction by resolving concerns efficiently and professionally, ensuring a positive gaming experience.
- Documented all player interactions and issues in the company’s CRM/Zendesk software to track case progress and provide follow-up when necessary.
- Collaborated with other teams, including technical support and community management, to escalate complex issues and provide feedback to developers regarding recurring player concerns or bugs.
Technical Support Representative
Sutherland Global Services
03.2018 - 12.2021
- Provided expert-level technical support for users of [telephony, mobile, or other] services, assisting customers in troubleshooting and resolving technical issues.
- Managed inbound calls to diagnose and resolve problems related to telecommunication services, mobile devices, and network connectivity.
- Delivered clear, accurate instructions to customers for troubleshooting devices, software, or network issues, ensuring first-call resolution whenever possible.
- Worked with customer service and sales teams to provide holistic solutions, including the upsell and cross-sell of additional services (such as device protection plans, data plans, etc.).
- Documented all customer interactions and technical issues in [CRM/Samson/software] to ensure accurate records and efficient follow-up.
- Escalated more complex issues to senior technicians or specialists and provided ongoing customer support to ensure a seamless experience.
Education
High School Diploma -
C.E.A.C
Bogotá, Colombia12-2008
Skills
- Customer Service: Verbal and written communication skills, especially in explaining complex medical information in a clear, understandable way for elderly patients
- Empathy & Patience: Empathetic and patient, especially when dealing with elderly individuals who may require extra assistance or have difficulty with technology, maintaining professionalism and ensuring a positive support experience
- Problem Solving: Ability to quickly address customer concerns and collaborate with doctors or healthcare providers to resolve issues related to medication or prescriptions
- Communication Skills: Ability to explain technical issues and solutions in clear, concise, and non-technical language to players via written communication
Languages
Spanish
Native language
English
Upper intermediate
B2
Timeline
Customer Service Representative
Everise
11.2022 - 10.2024
Gaming Associate
IGT Solutions
02.2022 - 10.2022
Technical Support Representative
Sutherland Global Services
03.2018 - 12.2021
High School Diploma -
C.E.A.C
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