Fátima Goncálvez Aguilar
Technical Support Associate
Summary
Experienced customer success agent with proven track record driving high customer satisfaction and creating positive customer experiences. Proficient in using various customer service software programs and offers strong knowledge of customer service best practices. Highly organized, reliable and attentive to customer needs.
Overview
4
4
years of professional experience
12
12
Certifications
2
2
Languages
Work History
Technical costumer service associate
Amazon Web Services
09.2021 - Current
- Maintained a high level of product knowledge, providing accurate information to customers.
- Responded proactively and positively to rapid change.
- Managed high call volume with exceptional time management skills, minimizing wait times for customers.
- Handled billing and payment issues by following guidelines and resolving disputes.
- Developed strong relationships with clients through attentive listening and empathetic understanding of their needs.
- Trained new associates in company policies and procedures, fostering a supportive work environment.
- Improved customer experience by maintaining high level of product knowledge and sharing it effectively.
- Investigated and resolved customer inquiries and complaints quickly.
Costumer service representative
Teleperformance
04.2021 - 09.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Education
Bachelor - Social Work
University of Costa Rica
Alajuela, Costa Rica01.2020
Highschool Diploma - undefined
Nuestra Señora de Sión Highschool
01.2015
Skills
- Intermediate to high level of English
- Excellent verbal and written communication
- Problem solving
- Time management
- Attention to detail
- Active listening
- LiveChat messaging
- Customer data confidentiality
Certification
Full Name: Fátima Gonçalvez Aguilar
CONTACT ME
- ID: 604430526
- Telephone: 70297542
- Email address: raquelg1698@gmail.com
Timeline
Technical costumer service associate
Amazon Web Services
09.2021 - Current
Costumer service representative
Teleperformance
04.2021 - 09.2021
Highschool Diploma - undefined
Nuestra Señora de Sión Highschool
Bachelor - Social Work
University of Costa Rica