David Lopez
University Student
Villanueva
Summary
Dynamic Customer Service Agent from KM2 Solutions, adept in call control and demonstrating outstanding communication skills. Excelled in delivering customer satisfaction through empathy and professionalism, successfully managed escalations, and contributed to agent development. Earned SME Certificate, showcasing adaptability and a commitment to excellence.
Dedicated professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Offering strong interpersonal skills and positive attitude, eager to learn and develop in customer-focused environment. Bring solid foundation in communication and problem-solving.
Currently studying at the Francisco Morazan National Pedagogical University to become an English teacher and be able to add value to the company for which our services are provided.
Overview
3
3
years of professional experience
3
3
years of post-secondary education
Work History
Customer Service Agent
Alorica Honduras
San Pedro Sula, Departamento de Cortes
10.2021 - 11.2023
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Assisted in training new hires, sharing best practices for effective customer service delivery.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Level up program (trained for agent development)
- SME Certificate
- Experience on agent development using all resources to approach with the trainee and provide a customized training experience.( Side by side, shadowing)
Customer Service Agent
Startek Honduras
San Pedro Sula, Departamento de Cortes
11.2023 - 06.2024
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Maintained detailed record of customer interactions, ensuring accountability and follow-up.
- Assisted customers in navigating company's products and services, enhancing their overall experience.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Education
High School Diploma -
Epiphany Episcopal School And Institute
Villanueva, Honduras 02.2016 - 11.2018
Skills
Call control
Decision-making
Information verification
Time management
Complaint handling
Outstanding communication skills
Active listening
Live chat support
Microsoft office suite proficiency
Adaptability and flexibility
Timeline
Customer Service Agent
Startek Honduras
11.2023 - 06.2024
Customer Service Agent
Alorica Honduras
10.2021 - 11.2023
High School Diploma -
Epiphany Episcopal School And Institute
02.2016 - 11.2018
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