Summary
Overview
Work History
Education
Skills
Timeline
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CARLOS EDUARDO LAINEZ GUERRA

CARLOS EDUARDO LAINEZ GUERRA

Summary

Results-driven and customer-focused professional with 7+ years of experience delivering high-quality service and support. Proven ability to resolve complex customer issues, consistently meet performance targets, and maintain high satisfaction levels. Recognized multiple times as a top performer for exceeding goals and service standards. Known for a positive attitude, attention to detail, and strong communication skills, with a solid track record of handling diverse and challenging customer needs effectively.

Overview

8
8
years of professional experience

Work History

Technical Support Specialist

Mindbody | The Office Gurus
09.2023 - Current
  • Handled inbound and outbound communications with business clients, providing support and resolving inquiries efficiently.
  • Gathering information through questioning and identifying the best resolution or appropriate next steps.
  • Troubleshooting basic product-related issues and updating account information as necessary.
  • Utilized CRM tools to document, follow up, and resolve business client concerns and service requests.

Sales Representative

Intercontinental Hotels | Teleperformance
04.2023 - 09.2023
  • Handled incoming reservation inquiries via phone, email, and online platforms, ensuring accurate and timely processing of bookings for all IHG properties.
  • Utilized effective sales techniques to promote room upgrades, special packages, and additional services, enhancing guest experiences and maximizing revenue.
  • Provided detailed information about room availability, rates, packages, and hotel amenities, assisting guests in making informed decisions.

Retention Specialist

Telus Smart Home Security | Telus International
01.2022 - 01.2023
  • Engaged with existing customers to address concerns, resolve issues, and reinforce the value of SmartHome Security services to reduce cancellations.
  • Analyzed customer accounts and usage patterns to offer tailored solutions, upgrades, or promotions, improving satisfaction and retention.
  • Handled escalated service inquiries with professionalism and efficiency, contributing to customer loyalty and long-term service continuation.
  • Collaborated with internal teams to streamline retention strategies and provide feedback on customer pain points.
  • Scheduled and coordinated technician visits to address service needs, installations, or equipment issues, ensuring timely and efficient resolution.
  • Consistently achieved monthly retention goals and was recognized for maintaining a high customer save rate.

Sales and Customer Service Representative

Volaris | Onelink
11.2017 - 11.2021
  • Provided exceptional customer service by assisting passengers with reservations, flight changes, and travel inquiries over the phone.
  • Promoted and sold airline products and services, including seat upgrades, baggage options, and travel insurance, contributing to revenue growth.
  • Handled customer concerns and resolved issues promptly, maintaining a positive travel experience and ensuring customer satisfaction.
  • Met and exceeded sales and service performance targets in a fast-paced, high-volume environment.
  • Supported customers during the COVID-19 pandemic by offering alternative air travel solutions and up-to-date information despite rapidly changing travel restrictions and flight schedules.
  • Coordinated with car rental providers and hotel partners to complete customized travel packages for customers, enhancing convenience and overall experience.

Education

Industrial Engineering - Not Graduated

Universidad de El Salvador
01.2010

Highschool - undefined

Complejo Educativo Capitán General Gerardo Barrios
01.2009

Skills

  • Communication Skills
  • Problem-solving abilities
  • Teamwork Skills
  • Remote support
  • Ticket management
  • Call management
  • Technical assistance
  • Customer service
  • Empathy and patience

Timeline

Technical Support Specialist

Mindbody | The Office Gurus
09.2023 - Current

Sales Representative

Intercontinental Hotels | Teleperformance
04.2023 - 09.2023

Retention Specialist

Telus Smart Home Security | Telus International
01.2022 - 01.2023

Sales and Customer Service Representative

Volaris | Onelink
11.2017 - 11.2021

Industrial Engineering - Not Graduated

Universidad de El Salvador

Highschool - undefined

Complejo Educativo Capitán General Gerardo Barrios

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CARLOS EDUARDO LAINEZ GUERRA