Leonardo Giraldo
Customer Service Specialist
Queens
Summary
Proven leader in customer service at Infosys BPM, renowned for significantly enhancing customer satisfaction and streamlining operational processes. Demonstrated expertise in problem-solving and meticulous attention to detail, leading to highly effective first-contact resolutions. Excelled in relationship management, fostering strong customer loyalty and driving improvements in overall operational efficiency.
Overview
9
9
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work History
Lead Customer Service Representative
Infosys BPM
05.2023 - 04.2024
- Resolved customer complaints and inquiries empathetically, contributing to 92% satisfaction rating.
- Provided detailed information on Verizon’s products and services, enhancing decision-making and increasing upsell opportunities by 15%.
- Processed average of 30 orders and 20 returns daily with 99% accuracy rate, ensuring efficient service.
- Guided customers in navigating Verizon’s website, conducting over 40 educational sessions weekly and reducing website-related support queries by 20%.
Customer Support Specialist
Cognizant Technologies
01.2021 - 03.2023
- Delivered high-quality customer support and drove operational improvements at Cognizant in San José, Costa Rica.
- Resolved wide range of customer inquiries and complaints with first-contact resolution rate of 95%, resulting in 20% increase in customer satisfaction scores.
- Managed high volumes of technical support issues, effectively reducing need for repeat inquiries.
- Consistently exceeded performance targets, maintaining average response time of under 2 minutes for customer inquiries and achieving customer satisfaction rating of 4.8 out of 5. Implemented feedback mechanisms that led to 25% reduction in recurring issues, further improving service quality.
Customer Care Executive /Senior Sales Executive
Smile Direct Club
02.2017 - 12.2020
- 1Achieved 91% first-contact resolution rate, leading to 30% increase in customer satisfaction scores by utilizing Salesforce CRM for managing and tracking customer interactions.
- Exceeded sales targets by 18%, converting 25% of inquiries into successful transactions through effective use of HubSpot CRM for sales tracking and follow-ups.
- Resolved complex customer issues with 95% on-time resolution rate, employing Zendesk for streamlined support and issue management.
- Conducted personalized consultations via Zoom, enhancing customer engagement and increasing average order value by 20%.
- Streamlined refund process with 85% on-time resolution rate by leveraging order management systems (OMS) to improve processing efficiency.
Customer Support Specialist
Hewlett Packard Enterprise
02.2015 - 01.2017
- Cultivated robust client relationships, resulting in 30% increase in repeat business and 25% boost in positive feedback ratings through exceptional service and personalized interactions.
- Enhanced customer satisfaction by resolving complex issues with 90% on-time resolution rate, significantly improving overall satisfaction scores by 20%.
- Collaborated with cross-functional teams, leading to improvement in service quality metrics and 10% reduction in response times by effectively addressing customer concerns.
- Delivered outstanding customer service by maintaining positive attitude and empathetic responses, contributing to 35% increase in customer retention rates and achieving 4.8 out of 5 satisfaction rating.
- Managed escalated support cases with diplomacy and tact, successfully de-escalating 95% of high-tension situations and preserving positive company-customer relationships.
Education
Bachelor of Science - Law (Pre-Law)
Universidad Fidélitas
San Jose, Costa Rica 09.2019 - 12.2024
Skills
Payment Processing
Appointment Scheduling
Customer Complaint Resolution
Attention to Detail
Multitasking and Organization
Relationship Management
Complaint resolution
Appointment Setting
Order Fulfillment
Teamwork and Collaboration
Microsoft Office
Problem-solving abilities
Time management abilities
Adaptability and Flexibility
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Certification
Microsoft Azure
Timeline
Lead Customer Service Representative
Infosys BPM
05.2023 - 04.2024
Customer Support Specialist
Cognizant Technologies
01.2021 - 03.2023
Bachelor of Science - Law (Pre-Law)
Universidad Fidélitas
09.2019 - 12.2024
Customer Care Executive /Senior Sales Executive
Smile Direct Club
02.2017 - 12.2020
Customer Support Specialist
Hewlett Packard Enterprise
02.2015 - 01.2017
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