Yesica Pereira
Customer Service Representative
Medellín
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Experienced with handling customer interactions and resolving issues promptly.
Overview
6
6
years of professional experience
2
2
Languages
Work History
Customer Service Representative
Unifi BPO
08.2023 - Current
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained up-to-date knowledge of product and service changes.
- Promptly responded to inquiries and requests from prospective customers.
- Attention to detail to provide high service with clients.
Customer Service Representative
Profesor X S.A.S
06.2022 - 08.2023
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Customer Service Representative
Almacontact
01.2021 - 06.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- 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.
Customer Service Representative
Teleperformance
01.2019 - 01.2021
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
Education
Hotel Management Technologist - Hotel Management Technologist
SENA
Medellin, Colombia 05.2001 -
High School Diploma -
I. E. Pablo Neruda
Medellin, Colombia 05.2001 -
Skills
Customer service
Problem-solving
Active listening
Product knowledge
Call management
Complaint resolution
Call center experience
Team collaboration
Appointment scheduling
Scheduling
Live chat support
Timeline
Customer Service Representative
Unifi BPO
08.2023 - Current
Customer Service Representative
Profesor X S.A.S
06.2022 - 08.2023
Customer Service Representative
Almacontact
01.2021 - 06.2022
Customer Service Representative
Teleperformance
01.2019 - 01.2021
Hotel Management Technologist - Hotel Management Technologist
SENA
05.2001 -
High School Diploma -
I. E. Pablo Neruda
05.2001 -
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