Maryori Aguilar
Summary
Dynamic customer service professional with extensive experience at Amazon, HPE and Concentrix. Proven ability to resolve escalated inquiries and enhance customer satisfaction through active listening and effective communication. Skilled in data entry and process improvement, consistently delivering exceptional service while analyzing trends to drive operational excellence.
Experienced with resolving customer inquiries effectively. Utilizes communication and empathy to build rapport and ensure satisfaction. Knowledge of troubleshooting and issue resolution.
Overview
10
10
years of professional experience
Work History
Customer Care Representative
Concentrix
06.2024 - Current
- Assisted customers with inquiries, providing accurate information and solutions.
- Maintained up-to-date knowledge of products and services to enhance customer interactions.
- Documented customer interactions in CRM system for future reference and follow-up.
- Collaborated with team members to resolve customer issues efficiently and effectively.
Escalation Specialist
Amazon
01.2018 - 03.2024
- Responded to escalated customer inquiries, ensuring timely resolution and maintaining satisfaction.
- Collaborated with cross-functional teams to identify root causes of issues and implement solutions.
- Documented escalation processes and customer interactions for compliance and quality assurance.
- Analyzed trends in escalations to provide insights for process improvements.
Operational Analyst
Hewlett Packard Enterprise
06.2016 - 01.2018
- Analyzed operational data to identify process inefficiencies and recommend improvements.
- Developed and maintained dashboards to visualize key performance indicators for stakeholders.
- Collaborated with cross-functional teams to streamline workflows and enhance productivity.
- Conducted root cause analysis for operational issues, implementing corrective actions to prevent recurrence.
Customer Support Specialist
SYKES
07.2015 - 05.2016
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
Education
No Degree - Law
Escuela Libre De Derecho
Zapote, Costa RicaSkills
- Customer service
- Inbound customer service
- Data entry
- Call center experience
- Product knowledge
- Active listening
- Verbal and written communication
Languages
English
Bilingual or Proficient (C2)
Portuguese
Advanced (C1)
Spanish
Bilingual or Proficient (C2)
Timeline
Customer Care Representative
Concentrix
06.2024 - Current
Escalation Specialist
Amazon
01.2018 - 03.2024
Operational Analyst
Hewlett Packard Enterprise
06.2016 - 01.2018
Customer Support Specialist
SYKES
07.2015 - 05.2016
No Degree - Law
Escuela Libre De Derecho
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