Shanen Cano
Guatemala City
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the call center industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Intouch Call Center
01.2023 - Current
- Promptly responded to inquiries and requests from prospective customers.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Improved resolution time with effective problem-solving for customer complaints.
Customer Service Representative
Conduent Call Center
05.2020 - 01.2023
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Service Representative
Telus International
06.2015 - 05.2020
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
Technician in Criminology Investigations - Behavioral Sciences
University Rafael Landivar
Guatemala City, Guatemala12-2021
High School Diploma/Diversificado - Social Sciences
Colegio Privado Mixto "San Agustin"
Guatemala City, Guatemala11-2017
Basico/Middle School -
Colegio Privado Mixto "Nuestra Senora Del Carmen"
Guatemala City, Guatemala11-2013
Primaria/Elementary School -
Colegio Privado Mixto "Nuestra Senora Del Carmen"
Guatemala City, Guatemala11-2012
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
Languages
English
Native language
Spanish
Proficient
C2
Timeline
Customer Service Representative
Intouch Call Center
01.2023 - Current
Customer Service Representative
Conduent Call Center
05.2020 - 01.2023
Customer Service Representative
Telus International
06.2015 - 05.2020
Technician in Criminology Investigations - Behavioral Sciences
University Rafael Landivar
High School Diploma/Diversificado - Social Sciences
Colegio Privado Mixto "San Agustin"
Basico/Middle School -
Colegio Privado Mixto "Nuestra Senora Del Carmen"
Primaria/Elementary School -
Colegio Privado Mixto "Nuestra Senora Del Carmen"
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