Sebastian Zeledon Valverde
Customer Service Agent III
Mora
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in escalations, conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
6
6
years of professional experience
4
4
Certifications
2
2
Languages
Work History
Customer Service Agent III
Johnson Controls
10.2023 - Current
- Managed escalated issues and customer complaints with professionalism, providing resolutions that upheld company policies while maintaining positive relationships.
- Assisted in developing training materials based on frequently asked questions to prepare staff for common customer scenarios effectively.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Customer Service Agent II
Johnson Controls
02.2023 - 10.2023
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Implemented solutions for recurring issues, contributing to an overall increase in customer satisfaction ratings over time.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Increased efficiency and team productivity by promoting operational best practices.
- Streamlined communication processes for improved information exchange between customers and team members.
Customer Service Agent I
Johnson Controls
06.2021 - 02.2023
- Provided exceptional customer service by addressing inquiries and resolving issues through effective communication and active listening techniques.
- Utilized CRM software to track customer interactions, ensuring timely follow-up and documentation of service requests.
- Handled high-volume incoming calls and emails, maintaining composure while prioritizing urgent requests to enhance customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
ADMINISTRATIVE AND ACCOUNTING ASSISTANT
Grupo Contadores Privados S.A.
11.2019 - 09.2020
- Assisted in processing accounts payable and receivable using accounting software to ensure timely and accurate financial reporting.
- Maintained organized financial records and documentation, facilitating efficient retrieval for audits and compliance checks.
- Supported monthly reconciliation of bank statements, identifying discrepancies and resolving issues promptly to maintain accuracy in financial reporting.
- Responded to internal inquiries regarding billing and payment processes, providing clear information and resolving concerns effectively.
Education
Modulo 3 - CISCO CCNA
TAC
Alajuela, Costa Rica 05.2001 -
Technical - Human Resources Management
Colegio Universitario Boston
San Jose, Costa Rica 05.2001 -
Technical - Business Administration
Colegio Universitario Boston
San Jose, Costa Rica 05.2001 -
High School Diploma -
INSTITUTO PEDAGOGICO DEL SOL
Santa Ana, SJ12.2017
Skills
Microsoft office suite proficiency
Customer complaint resolution
Technical troubleshooting
Issue escalation
Account management
Returns processing
Shipping and logistics
Data entry
Database research
Team collaboration
CRM software
Microsoft office suite proficiency
Accomplishments
ESCALATION PROCESS
- Used Microsoft Excel to develop inventory tracking spreadsheets for Escalations.
- Collaborated with team of Purchasing and Procurement in the development of Escalation Tracker.
- Achieved High Customer Satisfaction by introducing Escalation Form for high priority orders.
Certification
INA. Office Application Operator
Timeline
Customer Service Agent III
Johnson Controls
10.2023 - Current
Customer Service Agent II
Johnson Controls
02.2023 - 10.2023
Customer Service Agent I
Johnson Controls
06.2021 - 02.2023
SYKES. Sykes Academy
02-2021
INNOVALI. Food handling Course
01-2020
ADMINISTRATIVE AND ACCOUNTING ASSISTANT
Grupo Contadores Privados S.A.
11.2019 - 09.2020
INA. Office Application Operator
01-2019
INTENSA. Intensive English Course
01-2018
Modulo 3 - CISCO CCNA
TAC
05.2001 -
Technical - Human Resources Management
Colegio Universitario Boston
05.2001 -
Technical - Business Administration
Colegio Universitario Boston
05.2001 -
High School Diploma -
INSTITUTO PEDAGOGICO DEL SOL
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