Miguel Ángel Vergel Tovar
Bogotá,DC
Summary
Accomplished Bilingual Customer Care Agent with proven expertise in complaint handling and first-call resolution, honed at Concentrix and Sitel. Excelled in enhancing customer satisfaction and loyalty through assertive communication and efficient problem-solving. Demonstrated exceptional skill in managing high call volumes and complex issues, leading to significant improvements in service quality and customer feedback.
Overview
2
2
years of professional experience
Work History
Bilingual Customer Care Agent for FloridaBlue
Concentrix
06.2023 - Current
- Provided empathetic assistance to distressed customers, demonstrating genuine concern for their needs and fostering brand loyalty.
- Enhanced customer satisfaction by addressing and resolving issues promptly and professionally.
- Managed high call volume while maintaining exceptional service quality for all customers.
- Handled escalated calls professionally, mitigating potential complaints and securing continued business from clients.
- Built rapport with clients, resulting in increased customer loyalty and positive feedback.
- Adhered strictly to data protection guidelines, ensuring that the confidential information of customers was treated with utmost respect and diligence throughout all interactions.
- Improved first-call resolution rates through thorough research of complex cases before escalating them to higher-level support teams.
- Increased issue resolution rate through continuous training and performance evaluation.
- Maintained up-to-date knowledge of products and services to effectively assist customers with their needs.
- Mentored new hires on company policies, procedures, and best practices in providing exemplary customer support.
Bilingual Customer Care Agent for the LIFESCAN
Sitel
03.2022 - 10.2022
- Built rapport with clients, resulting in increased customer loyalty and positive feedback.
- Collaborated with cross-functional teams to identify and address recurring customer concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted call-in customers with questions and orders.
Education
Technology in Mechatronic Automations - Science, Technology, And Society
SENA
Yopal, Colombia 05.2001 -
Skills
Appointment Scheduling
Complaint Handling
Call center experience
Assertiveness
First Call resolution
Escalation management
Payment Processing
Languages
Spanish
Native language
English
Advanced
C1
Timeline
Bilingual Customer Care Agent for FloridaBlue
Concentrix
06.2023 - Current
Bilingual Customer Care Agent for the LIFESCAN
Sitel
03.2022 - 10.2022
Technology in Mechatronic Automations - Science, Technology, And Society
SENA
05.2001 -
Similar Profiles
Sandile Marvellous NtombelaSandile Marvellous Ntombela
Team Coach at ConcentrixTeam Coach at Concentrix
Priyanka DasPriyanka Das
Team Leader at ConcentrixTeam Leader at Concentrix
AKASH BISHTAKASH BISHT
Senior Advisor at ConcentrixSenior Advisor at Concentrix