Luzviminda Felix
Dededo Village
Summary
" I am a person who enjoys a challenge and is seeking an opportunity to learn and improve skills "
Overview
3
3
years of professional experience
Work History
Consumer Support Specialist
Docomo Pacific
01.2024 - Current
- Maintained up-to-date knowledge of product and service changes.
- Educated employees about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Collaborated with staff members to enhance customer service experience and exceed team goals.
- Sought ways to improve processes and services provided.
- Recommended, selected and helped locate and obtain out-of-stock product based.
- Demonstrated advanced troubleshooting abilities while assisting employees and technicians with technical issues related to our products or services.
- Assisted with the implementation of new support tools, streamlining workflows for greater team productivity.
Customer Service Representative
Docomo Pacific
06.2021 - 01.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Processed customer service orders promptly to increase customer satisfaction.
- Resolved customer complaints with empathy.
- Handled escalated calls efficiently, finding satisfactory resolutions for customers.
- Responded to customer requests for products, services, and company information.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Provided coaching and mentoring to new hires.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
High School Diploma -
John F Kenndy High School
Upper Tumon , Guam06.2013
Skills
Patience and resilience
Call center experience
Complaint Handling
Escalation management
Time Management
Problem-solving abilities
Multitasking Abilities
Reliability
Computer Skills
Organizational Skills
Team Collaboration
Policies and Procedures Adherence
Timeline
Consumer Support Specialist
Docomo Pacific
01.2024 - Current
Customer Service Representative
Docomo Pacific
06.2021 - 01.2024
High School Diploma -
John F Kenndy High School
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