Kristhian Josue Izaguirre Palma

Work History

Virtual Receptionist/Client Experience Specialist

Rivas & Associates

Tegucigalpa, Departamento de Francisco Morazan

06.2023 - Current

Enhanced customer satisfaction by promptly answering and directing incoming calls to appropriate departments.
Managed approximately 70+ incoming calls, emails and text messages per day from customers.
Managed a high volume of inbound calls, providing efficient service and support for clients and colleagues.
Performed daily system updates to ensure accurate contact information for staff members and department directories.
Reduced miscommunication errors by diligently verifying contact information and message content with callers before ending each call.
Assisted in the reduction of hold times by efficiently routing callers to available team members or taking detailed messages when necessary.
Maintained detailed records of all calls, messages, and client interactions to ensure accurate information sharing and followups.
Enhanced internal communication by promptly forwarding urgent messages or requests to the appropriate personnel within the organization.
Contributed to team efficiency by actively participating in weekly meetings, sharing best practices, and collaborating on process improvements.
Aided in new employee training by sharing valuable insights from personal experiences as well as providing constructive feedback throughout their learning process.
Managed electronic and paper filing systems by updating paperwork, maintaining documents, and accurately recording information.
Implemented effective communication strategies to keep clients informed during service delivery processes.
Achieved high levels of customer satisfaction through consistent delivery of quality work, attention to detail, and proactive problem-solving efforts.
Conducted regular follow-ups with clients to ensure continued satisfaction and identify potential areas for improvement.
Provided excellent customer service by following up with clients, sending out applications and responding to incoming calls.
Served as a liaison between clients and internal departments, ensuring timely resolution of any issues that arose during the engagement process.

Instake Specialist

Job Duck / Alvarez Law Group

10.2022 - 04.2023

Paid attention to detail while completing assignments.
Learned and adapted quickly to new technology and software applications such as "Clio" and "Lawmatics".
Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
Handling and processing live phone calls from potential or existing clients, referrals related to First-Party Insurance Litigation, Personal Injury, Real State Transactions, Trademarks and Estate Planing.
Take care of administrative duties, such as submitting letters of representation, send cover letters for discoveries, schedule meetings (calendar calls, discovery conference, etc) and inspections with Insurance/Engineering companies.
Managed time efficiently in order to complete all tasks within deadlines.

Team Leader

24-7 Intouch / Dyson

02.2021 - 08.2022

Mentored and guided employees to foster proper completion of assigned duties.
Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
Coordinated weekly meetings for internal and external groups.
Established open and professional relationships with team members to achieve quick resolutions for various issues.
Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
Led team of 23 members while providing exceptional customer service.

Customer Service Representative

Startek / Amazon

02.2018 - 11.2018

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Responded to customer requests for products, services and company information.
Recommended products to customers, thoroughly explaining details.
Handled over 50 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

Customer Service Representative

Startek / T-mobile

07.2017 - 01.2018

Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
Educated customers about billing, payment processing and support policies and procedures.
Surpassed sales goals through implementation of effective marketing strategies.
Investigated and resolved customer inquiries and complaints quickly.
Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.

Customer Service Representative

Startek / Walmart Family Mobile

02.2017 - 06.2017

Answered customer telephone calls promptly to avoid on-hold wait times.
Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Recorded account information to open new customer accounts.
Maintained up-to-date knowledge of product and service changes.
Facilitated inter-departmental communication to effectively provide customer support.

Summary

Overview

Work History

Virtual Receptionist/Client Experience Specialist

Instake Specialist

Team Leader

Customer Service Representative

Customer Service Representative

Customer Service Representative

Education

Highschool Diploma With A Major in Arts & Science -

Marketing & International Business - International Marketing

Skills

Software

Timeline

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