Olga Lizeth Marquez Lagos
Commercial Expert
Choloma
Summary
Dynamic Customer Service Agent with a proven track record at Allied Global, recognized for exceeding performance metrics and enhancing customer satisfaction. Skilled in complaint resolution and effective communication, I foster trust through empathy while collaborating with teams to implement best practices. Committed to delivering exceptional service and maintaining brand loyalty.
Overview
10
10
years of professional experience
Work History
Customer Service Agent
Allied Global
07.2021 - 01.2025
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Addressed customer account discrepancies and concerns.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Identified and resolved discrepancies and errors in customer accounts.
Customer Service Agent
Concentrix
12.2019 - 06.2021
- 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.
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
- Educated customers about billing, payment processing and support policies and procedures.
Customer Service Representative
Allied Global
08.2014 - 08.2019
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Education
High School Diploma -
Instituto San Francisco De Asis
Tegucigalpa, Honduras 05.2001 -
Skills
Customer service
Call control
Decision-making
Empathetic and genuine
Outstanding communication skills
Customer complaint resolution
Live chat support
Call center experience
Team collaboration
Adaptability and flexibility
Exemplary work ethic
Timeline
Customer Service Agent
Allied Global
07.2021 - 01.2025
Customer Service Agent
Concentrix
12.2019 - 06.2021
Customer Service Representative
Allied Global
08.2014 - 08.2019
High School Diploma -
Instituto San Francisco De Asis
05.2001 -
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