Ana Lucia Calderón
Guatemala City
Summary
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
17
17
years of professional experience
2
2
years of post-secondary education
Work History
Customer Service Representative
Conduent Call Center
Guatemala, Departamento De Guatemala
01.2021 - 05.2022
- Ensured confidentiality of sensitive customer information by adhering strictly to data protection regulations during all interactions.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
Customer Service Representative Temporal
Atento
Guatemala City, Departamento de Guatemala
08.2021 - 10.2021
- Responded to customer requests for products, services, and company information.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Care Representative
Everise
Guatemala City, Departamento de Guatemala
02.2021 - 09.2021
- Assisted call-in customers with questions and orders.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed high call volume with exceptional professionalism and efficiency.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
Customer Support Specialist
HCL
07.2019 - 12.2020
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
Customer Service Representative
Conduent Call Center
Guatemala City, Departamento de Guatemala
04.2017 - 02.2018
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer Service Representative
Alorica (EGS)
01.2014 - 07.2016
- Ensured confidentiality of sensitive customer information by adhering strictly to data protection regulations during all interactions.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
- Educated customers about billing, payment processing and support policies and procedures.
Customer Service Representative
Atento
09.2010 - 01.2014
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Customer Service Representative
Transactel
10.2007 - 05.2010
- Built rapport with clients through active listening, empathy, and understanding of their individual needs.
- Enhanced customer satisfaction by efficiently addressing and resolving their concerns and inquiries.
Customer Service Representative
Cinepolis
Guatemala City, Departamento de Guatemala
03.2005 - 07.2007
- Adhered to company guidelines and protocols while representing the brand professionally during all interactions with customers.
Education
Certification Networking Essentials - Technology Education
Intecap
Guatemala 06.2020 - 07.2020
High School Diploma -
Colegio Europeo
Guatemala 01.2003 - 10.2004
Skills
Customer Service
Active Listening
Product Knowledge
Problem-solving abilities
Data Entry
Call center experience
Customer satisfaction measurement
Live chat support
Technical Support
Languages
English
Full Professional
Spanish
Native or Bilingual
Timeline
Customer Service Representative Temporal
Atento
08.2021 - 10.2021
Customer Care Representative
Everise
02.2021 - 09.2021
Customer Service Representative
Conduent Call Center
01.2021 - 05.2022
Certification Networking Essentials - Technology Education
Intecap
06.2020 - 07.2020
Customer Support Specialist
HCL
07.2019 - 12.2020
Customer Service Representative
Conduent Call Center
04.2017 - 02.2018
Customer Service Representative
Alorica (EGS)
01.2014 - 07.2016
Customer Service Representative
Atento
09.2010 - 01.2014
Customer Service Representative
Transactel
10.2007 - 05.2010
Customer Service Representative
Cinepolis
03.2005 - 07.2007
High School Diploma -
Colegio Europeo
01.2003 - 10.2004
Similar Profiles
Jessica MalloyJessica Malloy
HBIC Medicaid Representative at Conduent Call CenterHBIC Medicaid Representative at Conduent Call Center
RAKEISHA GOODWINRAKEISHA GOODWIN
Customer Service Representative at Conduent Call CenterCustomer Service Representative at Conduent Call Center
John KilleenJohn Killeen
Customer Service Representative at Conduent Call CenterCustomer Service Representative at Conduent Call Center