Daniel Matute

I graduated from Kiddy-Morazzanni, a bilingual school in San Pedro
Sula. I have been collecting experience in multiple areas, and in the
call center industry for more than 5yrs now. I have got the last jobs
as a freelancer
I have done customer service for a cellphone company. Clients would
call with issues such as ''My internet is not working'', ''I cannot make
or receive calls'', also billing questions. From this calls I learned
patience and how to go through a guideline, and in cases to think
outside the box to have a succesfull call


-Appointment Scheduler Department
It was 2 in 1, ASD and Answering Service. I handled scheduler for
doctors and lawyers offices. I called to confirm, reschedule, or cancel
appointments. Process payments. Change health insurance
information. Also up sell medical treatments, and other services to
patients. And in the Answering Service part, I received the after
hours call flow, take the message and send it accordingly


I had the opportunity to be an agent, trainer and QA. Sometimes I
would help the manager with Payroll.
As an agent I would cold call people with the goal of completing a
survey. Must read verbatim, do no skip any questions, must not give
my personal opinion. As trainer I would teach QA pointers, how to
navigate the systems and the role plays. As QA I would monitor in
real time, evaluate recordings, provide feedback.


Dispatcher
This was for a taxi company in New York. As a Dispatcher I would
receive calls from clients requesting a taxi, basically customer service
and routes. Drivers would be customer service calls also.