Lourdes Muñoz
Clinical Psychologist
Guatemala City
Summary
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.
Overview
11
11
years of professional experience
6
6
years of post-secondary education
2
2
Languages
Work History
Customer Service Representative
MyHeritage Ltd.
Guatemala City, GU
11.2020 - 04.2024
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Fostered customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Reconciled discrepancies between billed amounts and actual charges, improving overall accuracy of invoices.
- Efficiently managed high-volume workloads under tight deadlines, consistently meeting performance expectations without sacrificing quality or attention to detail.
- Updated customer records with accurate billing information, preventing future disputes and delays in payment processing.
- Maintained a strong knowledge of industry regulations and best practices relating to billing procedures, providing expert guidance when needed.
- Enhanced customer satisfaction by promptly addressing billing inquiries and resolving disputes.
Clinical Psychologist
Private Practice
01.2018 - 06.2022
- Worked closely with families to educate them on mental health issues, facilitate open dialogue, and foster a supportive home environment for client recovery.
- Established clear boundaries with clients, maintaining ethical practice standards while preserving the therapeutic relationship.
- Facilitated group therapy sessions, promoting a supportive environment for shared learning and growth.
- Maintained accurate records of client progress, adhering to strict confidentiality policies while ensuring continuity of care across providers.
Professor
Universidad DaVinci
09.2019 - 11.2019
- Taught the course Psychology of Learning for students in their second year of the Clinical and Industrial Psychology Bachelor program.
- Encouraged peer-to-peer learning among students by facilitating group activities that fostered collaboration skills.
- Implemented innovative teaching strategies to accommodate diverse learning styles and maintain student engagement.
- Designed assessment tools such as exams, quizzes, and papers to accurately measure student learning outcomes for each course taught.
- Enhanced student understanding of psychological theories by incorporating real-life examples and case studies in lectures.
Psychosocial Consultant
NonProfit Organization
01.2019 - 06.2019
- Organized workshops and provided therapies to adolescents at risk.
- Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
Store Manager
La Jirafa Bookstore
01.2013 - 01.2017
- Administered everyday working of bookstore operations and maintaining inventory of the same
- Trained and supervised efficient working of all bookstore employees
- Managed store inventory and maintained records of account receivables
- Maintained effectiveness of work and managed all customer issues and refunds.
- Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
Education
Master in Family Counseling - Education
Centro Universitario Villanueva
Madrid, Spain 11.2018 - 11.2019
Bachelor in Clinical Psychology -
Universidad Rafael Landívar
Guatemala, Guatemala 01.2013 - 11.2017
Skills
Paperwork Processing
Account updating
Information Security
Scheduling
Complaint resolution
Problem-solving abilities
Process Optimization
Problem Resolution
Prioritization
Computer Proficiency
Critical Thinking
References
- Cesar López, +502 3009-6238
- Winifred Valdez, +502 3434-2898
- Astrid Quiroz, +502 5008-8990
- Priscilla Gonzalez, +502 5633-0213
Timeline
Customer Service Representative
MyHeritage Ltd.
11.2020 - 04.2024
Professor
Universidad DaVinci
09.2019 - 11.2019
Psychosocial Consultant
NonProfit Organization
01.2019 - 06.2019
Master in Family Counseling - Education
Centro Universitario Villanueva
11.2018 - 11.2019
Clinical Psychologist
Private Practice
01.2018 - 06.2022
Bachelor in Clinical Psychology -
Universidad Rafael Landívar
01.2013 - 11.2017
Store Manager
La Jirafa Bookstore
01.2013 - 01.2017
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