CONIA SERRANO
CUSTOMER SUPPORT AGENT
San Salvador,SS
Summary
Dynamic Customer Service Representative with extensive experience at Concentrix, adept at resolving complaints with empathy and enhancing customer loyalty. Skilled in call management and problem-solving, I effectively handled escalated calls, ensuring satisfactory resolutions while maintaining professionalism under pressure. Committed to delivering exceptional service and fostering team collaboration.
Overview
44
44
years of professional experience
2
2
Languages
Work History
Customer Service Representative
Concentrix
07.2009 - 11.2025
- Resolved customer complaints with empathy.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving doubts about procedures and product .
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services.
Translator
Independent Employer
02.1996 - 10.2000
- Translated documents from English to Spanish and Spanish to English.
- Collaborated with fellow translators to ensure consistency in language usage and style across all documents.
- Provided real-time interpretation services during conferences, contributing to seamless communication between speakers and attendees.
- Interpreted conversations between foreign language-speaking clients and others.
- Assisted non-native English-speaking colleagues with document editing, improving overall team productivity and communication quality.
- Improved readability of translated materials by employing advanced proofreading techniques and meticulous editing skills.
Teacher
Academia Britanica Cuscatleca
02.1982 - 07.1987
- Developed strong relationships with students, parents, and colleagues by maintaining open lines of communication and fostering a supportive learning environment.
- Managed classroom behavior effectively by establishing clear expectations, modeling appropriate conduct, and consistently enforcing established rules and consequences.
- Enhanced classroom engagement through the use of interactive teaching methods, such as group projects and hands-on activities.
- Maintained accurate records of student progress, attendance, and behavior to facilitate ongoing communication with parents about their child''s educational journey.
- Assessed student performance regularly using both formative and summative assessments to inform future lesson planning.
- Identified struggling students early on and provided additional support through tutoring sessions and modified lesson plans.
- Developed and executed formative and summative assessments to monitor student progress, adjusting teaching strategies accordingly.
- Prepared quizzes, tests and examinations to gauge how well students were learning.
- Mentored new teachers, sharing best practices and providing guidance to help them adapt to their new roles successfully.
Education
Technician - Electrical Engineering
Instituto Tecnologico Centroamericano
Santa Tecla 05.2001 -
Skills
Customer service
Problem-solving
Active listening
Product knowledge
Call management
Complaint resolution
Call center experience
Problem resolution
Team collaboration
Service standard compliance
Timeline
Customer Service Representative
Concentrix
07.2009 - 11.2025
Technician - Electrical Engineering
Instituto Tecnologico Centroamericano
05.2001 -
Translator
Independent Employer
02.1996 - 10.2000
Teacher
Academia Britanica Cuscatleca
02.1982 - 07.1987