Sebastian Melgar
Customer Experience Specialist
San Pedro Sula,CR
Summary
Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business. A detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
6
6
years of professional experience
9
9
years of post-secondary education
Work History
Customer Experience Specialist
PartnerHero
02.2021 - Current
- Documented customer interactions in internal database to maintain customer service history details.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Built rapport with customers by consistently delivering excellent service, fostering long-term loyalty.
- Maintained a high level of knowledge on company products and services, enabling efficient issue resolution for customers.
- Provided personalized service, anticipating customer needs and offering tailored solutions.
- Maintained extensive knowledge of company products to recommend items aligned with customer needs.
- Resolved customers' issues related to online purchases, late product deliveries, large refunds, and billing discrepancies to encourage good customer relationships.
- Utilized CRM software such as Zendesk, HubSpot, HelpScout and Kustomer to track interactions with customers, ensuring accurate records for future reference or dispute resolution purposes.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Sales Agent
Allied Global
11.2020 - 02.2021
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Assisted call-in customers with questions and orders.
- Increased sales and customer satisfaction through personalized servicing.
- Increased sales revenue by consistently meeting and exceeding sales targets.
- Improved overall customer satisfaction by promptly addressing concerns and providing tailored solutions.
Customer Service Representative
Allied Global
10.2018 - 03.2020
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Answered constant flow of customer calls with minimal wait times of up to 60 calls per day.
Education
Industrial Engineering
USAP
San Pedro Sula, Honduras 02.2020 - Current
Bachelor of Science -
Jordan River School & Institute
San Pedro Sula, Honduras 02.2013 - 11.2017
Skills
CRM Software
Teamwork and Collaboration
Customer Service
Problem-Solving
Excellent Communication
Product and service knowledge
Problem Resolution
Product Knowledge
Attention to Detail
Timeline
Customer Experience Specialist
PartnerHero
02.2021 - Current
Sales Agent
Allied Global
11.2020 - 02.2021
Industrial Engineering
USAP
02.2020 - Current
Customer Service Representative
Allied Global
10.2018 - 03.2020
Bachelor of Science -
Jordan River School & Institute
02.2013 - 11.2017
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