Sabra Talena Calvo Frech
Customer Service Professional
San José
Summary
Dedicated and empathetic Customer Service Professional with over 3 years of experience in high-volume call centers, hospitality, and e-commerce. Proven track record in resolving customer issues, improving satisfaction rates, and maintaining operational efficiency. Skilled in Microsoft Teams, conflict resolution, and regulatory compliance. Committed to delivering exceptional service and driving customer loyalty.
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
4
4
years of professional experience
5
5
years of post-secondary education
2
2
Languages
Work History
Customer Service Representative
Founderer
Liberia, Guanacaste
09.2023 - Current
- Managed 100+ daily inbound calls, resolving complex customer inquiries related to banking products and services with a 95% satisfaction rate
- Utilized multiple banking systems to process transactions, troubleshoot issues, and ensure compliance with regulatory standards, improving operational efficiency by 20%
- Investigated and resolved customer complaints, achieving a 90% resolution rate and enhancing customer retention
- Accurately documented customer interactions and transactions, maintaining 100% data integrity and compliance with company policies
- Provided detailed information on banking products, helping customers make informed decisions and increasing product adoption by 15%
Front Desk Agent
Secrets Papagayo Costa Rica
Liberia, Guanacaste, Provincia de Guanacaste
10.2022 - 07.2023
- Delivered exceptional guest service, achieving a 98% satisfaction rate by managing check-in/check-out processes and addressing guest inquiries
- Processed guest payments and managed daily cash flow, maintaining 100% accuracy in financial records
- Collaborated with housekeeping and maintenance teams to ensure room readiness, reducing guest complaints by 25%
- Resolved guest complaints with professionalism, achieving a 90% resolution rate and maintaining high satisfaction levels
- Managed multi-line phone systems, handling bookings and inquiries with a focus on timely and professional service
SPS Associate
Amazon
Remote
02.2021 - 08.2022
- Resolved 50+ daily seller inquiries via phone, email, and chat, achieving a 90% satisfaction rate and reducing response time by 15%
- Educated sellers on Amazon tools (e.g., inventory file templates, revenue calculator), optimizing their selling strategies and increasing seller performance by 20%
- Collaborated with cross-functional teams to address complex seller issues, ensuring a seamless seller experience
- Analyzed seller inquiries to identify trends, providing feedback that led to a 10% improvement in support processes
- Adhered to strict KPIs, including average handle time and seller satisfaction rate, consistently exceeding team performance metrics
Education
Bachelor of Commerce - Customer Service Management, Business Communication, Financial Accounting
Universidad Nacional De Costa Rica
Liberia 05.2018 - 01.2022
High School Diploma -
Ministerio De Educación Pública
01.2016 - 01.2017
Skills
- Customer Relationship Management (CRM)
- Conflict Resolution & Problem-Solving
- Microsoft Office Suite (Word, Excel, Teams)
- Data Entry & Documentation
- Payment Processing & Cash Management
- Cross-Departmental Collaboration
- Regulatory Compliance & Fraud Prevention
Customer service
Problem-solving
Active listening
Product knowledge
Call management
Adaptability and flexibility
Critical thinking
Call center experience
Team collaboration
Accomplishments
- Reduced guest complaints by 25% at Secrets Papagayo through effective conflict resolution and cross-departmental collaboration.
- Contributed to a 15% increase in seller performance metrics at Amazon by educating sellers on optimization tools.
Timeline
Customer Service Representative
Founderer
09.2023 - Current
Front Desk Agent
Secrets Papagayo Costa Rica
10.2022 - 07.2023
SPS Associate
Amazon
02.2021 - 08.2022
Bachelor of Commerce - Customer Service Management, Business Communication, Financial Accounting
Universidad Nacional De Costa Rica
05.2018 - 01.2022
High School Diploma -
Ministerio De Educación Pública
01.2016 - 01.2017
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