Summary
Overview
Work History
Education
Skills
Timeline
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Frank Abel Chala Alfonso

Bachelor In Science And Letters
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. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. 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 and providing customized solutions to build loyalty. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

8
8
years of professional experience
2
2
Languages

Work History

Trilingual Customer Service Representative

Telus International
12.2022 - 04.2024
  • Cross-trained and backed up other customer service managers.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Evaluated staff performance and provided feedback to improve customer service delivery.
  • Monitored front areas so that questions could be promptly addressed.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
  • Improved overall call center performance with effective coaching and feedback to team members.
  • Developed internal requirements and standards to minimize regulatory risks and liability across programs.
  • Monitored customer service calls to verify representatives' adherence to service standards and best practices.

Bilingual Customer Service Representative

Duke Energy
04.2021 - 12.2022
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Translated documents, forms and other materials from [Language] to [Language].
  • Ensured confidentiality of sensitive customer information by adhering strictly to data protection regulations during all interactions.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Communicated with management when customer issues escalated and worked to find resolutions.
  • Efficiently processed customer orders, returns, exchanges, and refunds according to established guidelines while maintaining accuracy and thoroughness.
  • Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
  • Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.

Customer Service Representative

T-mobile
11.2017 - 08.2020
  • Cross-trained and backed up other customer service managers.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Tracked customer service cases and updated service software with customer information.

Stadium Reporter

Inplay Sport Data
07.2016 - 11.2017
  • Addressed sensitive topics professionally while adhering to ethical standards.
  • Improved overall reporting quality through meticulous editing and proofreading of articles before publication.
  • Covered breaking news events effectively, ensuring timely updates for audiences while maintaining factual accuracy and journalistic integrity.
  • Collaborated with other journalists and departments to produce well-rounded and comprehensive news coverage.
  • Consistently met and exceeded performance metrics as set by editors or publication management, contributing to the overall success of the news outlet.
  • Exceeded deadlines consistently, producing accurate and well-written news stories under tight time constraints.
  • Researched and produced daily news reports.

Education

Bachelor of Science - Science And Letters

Aristides Viera
La Habana, Cuba
05.2001 -

Skills

Product Promotion

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Timeline

Trilingual Customer Service Representative

Telus International
12.2022 - 04.2024

Bilingual Customer Service Representative

Duke Energy
04.2021 - 12.2022

Customer Service Representative

T-mobile
11.2017 - 08.2020

Stadium Reporter

Inplay Sport Data
07.2016 - 11.2017

Bachelor of Science - Science And Letters

Aristides Viera
05.2001 -

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Frank Abel Chala AlfonsoBachelor In Science And Letters