Diego José Jeffs Bonilla
Choloma,Cortés
Summary
I aim to apply this hands-on experience to monitor calls and chats, identify opportunities for improvement, deliver clear and constructive feedback, and analyze metrics such as DWR, AHT, and FCR. My goal is to help raise service quality, reduce recurring errors, and strengthen team performance across all three user groups.
Overview
1
1
year of post-secondary education
1
1
year of professional experience
Work History
Customer Service Representative
Alorica
San Pedro Sula, Cortés
03.2026 - Current
- Managed inbound customer calls and chats, ensuring effective resolution of inquiries for call center support.
- Guided customers through troubleshooting steps for account issues.
- Answered billing and account questions using company service scripts.
- Maintained quality standards during every customer interaction.
- Addressed customer concerns with calm, professional communication, fostering positive customer relationships.
- Escalated complex cases to appropriate support teams.
Education
Bachelor of Science - Sciences and Humanities
Sunrise Elementary & High School
Choloma, Cortés 08.2024 - 06.2025
Skills
- Bilingual proficiency
- Adaptability
- Creativity
- Communicative skills
- Multitasking ability
- Proactivity
- Bilingüe: Dominio del español y el inglés
- Adaptabilidad
- Creatividad
- Habilidades comunicativas
- Multitasking ability
- Proactividad
Recognitions
Date of Birth: 2007-12-24
Timeline
Customer Service Representative
Alorica
03.2026 - Current
Bachelor of Science - Sciences and Humanities
Sunrise Elementary & High School
08.2024 - 06.2025