Summary
Overview
Work History
Education
Skills
Timeline
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Carlos Roberto González Sagastume

Santa Ana,SA

Summary

Dynamic Senior CSR with a proven track record at Skycom, adept in escalation handling and fostering strong client relations. Excelled in roles requiring the ability to manage complex customer service scenarios, significantly improving customer satisfaction. Expert in bilingual communication and efficient problem resolution, demonstrating exceptional mentoring abilities and technical acumen.

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

Work History

Customer Service Representative

Healthcare
  • Healthcare service for a clinic in Boston, MA, setting up appointments for patient urgent care, transferring calls to the right department, registering patients, and assigning the doctor
  • Send an email to the nurse and doctors requesting medication for the patient, call the pharmacies to check refills for the patient, send the referral, and call the hospital to set up appointments for specialty and hospital follow-ups, requesting an MRI from the hospital and clinic, and also act as an interpreter register newborn

AT&T and Cricket Wireless
  • Tech support /customer service/sales for AT&T set up routers reset Wi-Fi usernames and passwords and upgrade internet service also send a tech to the customer location Customer Service /tech support Cricket Wireless providing due date for the service checking coverage taking payments and locating stores near customer locations

Retention Specialist

Great Health Works
  • Customer Service / Retention Specialist, taking payment upgrading the product educated on the benefits of the product updating addresses email and phone number credit card information present the best retention offer tracking packages and updating CRM

Education

High school diploma -

Insa
Santa Ana, SA

Skills

  • Strong client relations
  • Training and mentoring
  • Call center experience
  • Reporting and analysis
  • English /Spanish
  • Credit card processing
  • Account updating
  • Complaint resolution
  • De-escalation techniques
  • Order processing

Timeline

AT&T and Cricket Wireless

Retention Specialist

Great Health Works

Customer Service Representative

Healthcare

High school diploma -

Insa
Carlos Roberto González Sagastume