Maria Nieto
CSR
Medellín,ANT
Summary
Proven expertise in customer service, honed at Teleperformance,with a good leverage of CRM software and active listening to elevate customer satisfaction. Skilled in complaint handling and technical support, exceling in resolving complex issues, enhancing product knowledge, and streamlining service processes for peak efficiency with a constant high CSAT > 95%, constantly using tools like Salesforce and Zendesk and managing APIs information to seek out proficient costumer service.
Overview
1
1
year of professional experience
5
5
years of post-secondary education
Work History
Inbound CSR After Hours
Teleperformance
Medellín, ANT
01.2024 - Current
- Demonstrated empathy and active listening skills.
- Responded to customer requests for products, services, and company information.
- Assisted customers with account set-up, enabling smooth transitions into using company''s products or services.
- Coordinated with other departments using Zendesk and JIRA to ensure fast solving processes for customers.
- Participated in team meetings and training sessions to stay informed about product updates and changes and handled common issues trends to seek out resolutions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences with constant CSAT higher than 95%.
- Exhibited high energy and professionalism when dealing with clients and staff.
Tickets/Emails CSR
Teleperformance
Medellín, ANT
05.2023 - 01.2024
- Managed constant flow of customer tickets/emails through Salesforce in real time with minimal wait times and high productivity managing over 60 tickets per day.
- Helped with billing issues, ensuring accurate invoicing and prompt resolution of discrepancies and punctual issues that could arise.
- Educated customers about support policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
- Investigated and resolved customer inquiries and complaints quickly ensuring that even most complicated issues get resolved.
- Sought ways to improve processes and services provided.
Education
Master of Science - Geology
Universidad Nacional De Colombia
Medellín, Colombia 01.2022 - 01.2027
High School Diploma -
Institución Educativa Nuestra Señora De Guadalupe
Pereira 05.2001 -
Skills
Complaint Handling
Technical Support
Scheduling
Critical Thinking
Problem-solving abilities
Product Knowledge
Active Listening
CRM Software
Customer Focus
Call center experience
Complaint Handling
Languages
Spanish
Native language
English
Proficient
C2
Portuguese
Elementary
A2
Interests
Growth
Learning
Timeline
Inbound CSR After Hours
Teleperformance
01.2024 - Current
Tickets/Emails CSR
Teleperformance
05.2023 - 01.2024
Master of Science - Geology
Universidad Nacional De Colombia
01.2022 - 01.2027
High School Diploma -
Institución Educativa Nuestra Señora De Guadalupe
05.2001 -