San Pedro Sula, Cortés, Honduras
As a freelance Customer Service Representative for a financial institution, I support clients through phone, email, and live chat, ensuring each interaction is handled efficiently and with care. My work involves processing payments and transactions through a CRM system, guiding customers through the website, and proactively following up on pending cases to deliver timely resolutions and an excellent customer experience.
As Customer Success Manager for a facilities marketplace, I partnered with over 20 clients to ensure their workspace needs were met with tailored solutions. Through regular business reviews and proactive communication, I identified opportunities that generated 12% more recurring revenue while improving customer satisfaction by 18%. I worked closely with internal teams to ensure timely service delivery and resolve issues before they impacted client relationships.
At Startek Honduras, I served as a Customer Service Representative for Xfinity, delivering personalized support to a high volume of customers daily. I resolved complex technical and service issues while maintaining a 95% satisfaction rating, reduced repeat calls by 22%, and recommended service upgrades that increased average revenue per user.
Leveraged CRM tools to track leads and analyze data, optimizing sales efforts for maximum return on investment. Sourced and pre-qualified leads and identified new business opportunities by dialing a minimum of 30 daily outbound calls to build partnerships and achieve sales quota. Maintained detailed records of calls, outcomes, and follow-up actions for accurate reporting and analysis purposes. Delivered prepared sales pitch from script and persuaded potential customer to purchase product or service. Assisted in the development of new sales representatives by sharing best practices and providing mentorship for effective cold calling techniques.
As an Account Executive at Collective Solution, I managed a CRM-based lead pipeline, implemented follow-up strategies that increased conversions by 15%, and coordinated meetings that strengthened the sales process. I focused on relationship-building and consistent communication to ensure client needs were met efficiently.