Microsoft Office
Manolo Rosales
Subject Matter Expert
Villa Nueva
Summary
Dynamic and resourceful customer service representative with a strong ENTP-A personality, fueling a passion for problem-solving and creative thinking. Committed to enhancing the customer experience through effective communication and innovative solutions. Skilled in identifying customer needs and providing tailored support, resulting in increased customer satisfaction. Adept at building rapport and fostering positive relationships to drive customer loyalty and retention.
Overview
6
6
years of professional experience
5
5
years of post-secondary education
2
2
Languages
Work History
Subject Matter Experet
Allied Global Contact Center and BPO
Guatemala City, Departamento de Guatemala
08.2024 - Current
- Mentored junior team members, contributing to their professional growth and development.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
- Served as a liaison between technical experts and business stakeholders to ensure alignment on project objectives and deliverables.
Chat Support Representative
Allied Global Contact Center and BPO
Guatemala City, Departamento de Guatemala
12.2023 - 08.2024
- Reduced escalations to higher-level support teams by successfully addressing customers'' issues at the first point of contact.
- Resolved technical issues for customers by utilizing comprehensive knowledge of company products and services.
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
- Exceeded established KPIs related to response time, resolution rate, and overall quality scores in chat support metrics.
- Managed approximately 100 incoming chats, per day from customers.
Customer Service Representative
Allied Global Contact Center and BPO
Guatemala City, Departamento de Guatemala
05.2019 - 12.2023
- 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.
- 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.
- Managed approximately 130 incoming calls per day from customers.
Education
High School Diploma -
Liceo Javier
Villa Nueva, Guatemala 01.2012 - 11.2016
Skills
Training and mentoring
Strategic thinking
Creative solutions
Strong analytical skills
Effective communication
Problem-solving aptitude
Adaptability and flexibility
Customer service
Product knowledge
Call center experience
Critical thinking
Software
LaTex
Timeline
Subject Matter Experet
Allied Global Contact Center and BPO
08.2024 - Current
Chat Support Representative
Allied Global Contact Center and BPO
12.2023 - 08.2024
Customer Service Representative
Allied Global Contact Center and BPO
05.2019 - 12.2023
High School Diploma -
Liceo Javier
01.2012 - 11.2016
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