Summary
Work History
Education
Skills
Timeline
Generic
Melany Carolina Santos Donis

Melany Carolina Santos Donis

Guatemala

Summary

I am a person who always strives to ensure satisfaction and successfully complete assigned tasks. I have extensive experience in customer service and enjoy working in a team. I am adaptable to any environment and always aim to give my best. I am known for my enthusiasm for learning and developing my skills. I am seeking a job opportunity where I can gain more experience and knowledge in a company with a promising future.

Work History

Call Center Representative

24-7 Intouch
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
  • Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.

Call Center Representative

Allorica
  • Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
  • Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.

Call Center Representative

24/7 Ai
  • Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
  • Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.

Customer Service Representative

Macdonals
  • 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.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

Cashier

Malaya Restaurant
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
  • Welcomed customers and helped determine their needs.
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Built relationships with customers to encourage repeat business.
  • Greeted customers entering store and responded promptly to customer needs.

Education

Cabin Crew - Cabin Crew

Aerotraining
Guatemala City, Guatemala
05.2001 -

No Degree - English

E4CC
Guatemala City, Guatemala
05.2001 -

High School Diploma -

Fe Y Alegria No. 2
Guatemala
05.2001 -

Primary Degree -

San Jose Las Rosas School
Guatemala
05.2001 -

Skills

    Customer service

    Customer relationship management

    Call control

    Data entry

    Problem-solving skills

    Call center customer service

    Communicating with clients

    Documentation and reporting

Timeline

Cabin Crew - Cabin Crew

Aerotraining
05.2001 -

No Degree - English

E4CC
05.2001 -

High School Diploma -

Fe Y Alegria No. 2
05.2001 -

Primary Degree -

San Jose Las Rosas School
05.2001 -

Call Center Representative

24-7 Intouch

Call Center Representative

Allorica

Call Center Representative

24/7 Ai

Customer Service Representative

Macdonals

Cashier

Malaya Restaurant

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Melany Carolina Santos Donis