Angel Leiva
Villanueva,CR
Summary
Proactive Customer Service Representative with extensive experience managing high-volume inquiries and resolving issues across multiple communication platforms. Skilled in using Salesforce, Zendesk, and Re:Amaze for efficient problem-solving and enhancing customer satisfaction. Strong collaborator with a track record of improving service delivery through effective coordination and feedback analysis.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Dalstrong
11.2021 - 02.2024
- Served as the primary point of contact between customers and carriers, facilitating product tracking and ensuring timely updates.
- Provided solutions or replacements for defective products, ensuring customer satisfaction.
- , delivering prompt and accurate support.Responded to customer inquiries via chat and email using Re:Amaze
- Collaborated with team members and other departments through Slack and additional communication channels to coordinate efforts and resolve issues efficiently.
Customer Service Representative
Eden
06.2020 - 09.2021
- Responded to a high volume of emails and chat inquiries using Salesforce, ensuring prompt and effective communication.
- Coordinated with team members and other company branches to resolve issues efficiently.
- Proactively addressed and resolved conflicts between users and service providers of the software.
- Monitored and analyzed customer feedback to identify recurring issues and implement improvements in service delivery.
- Handled urgent cases via phone calls, ensuring swift resolution to meet customer needs promptly.
Customer Service Representative
2K Games Inc.
01.2019 - 03.2020
- Managed a high volume of customer inquiries via Zendesk, ensuring timely and accurate responses.
- Worked closely with team members to establish best practices, enhancing the consistency and quality of customer service.
- Developed and updated company guidelines to address both emerging and ongoing issues effectively.
- Prioritized and resolved situations based on their urgency, ensuring swift and appropriate action.
Education
Bachelor of Science - Tourism And Travel Services Management
Universidad Privada De San Pedro Sula
San Pedro Sula, Honduras11.2024
Bachelor of Science - Web Application Development
CEUTEC
Tegucigalpa, Honduras01.2024
Skills
- Problem-solving abilities
- Data Entry
- Computer Proficiency
- Documentation
- Microsoft Office Suite
- Technical Support
- Live chat support
Languages
Spanish
Native language
English
Advanced
C1
Timeline
Customer Service Representative
Dalstrong
11.2021 - 02.2024
Customer Service Representative
Eden
06.2020 - 09.2021
Customer Service Representative
2K Games Inc.
01.2019 - 03.2020
Bachelor of Science - Tourism And Travel Services Management
Universidad Privada De San Pedro Sula
Bachelor of Science - Web Application Development
CEUTEC
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