DIANA ROCIO MOLINA GARCIA
Santa Tecla
Summary
Dedicated and passionate professional committed to continuous learning and excellence, recognized for a positive attitude and warm demeanor. Approaches challenges with enthusiasm and resilience, complemented by effective teamwork and leadership skills that inspire and guide others. Friendly and empathetic, with a strong focus on outstanding service and support, possessing a solid understanding of customer needs and conflict resolution. Valuable experience in effectively addressing customer issues, coupled with a reliable and adaptable nature, ensures positive outcomes through excellent communication and problem-solving abilities.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Emaya Services S.A De C.V
08.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
Customer Care Specialist and Bilingual Interpreter
inFluent S.A de C.V.
03.2024 - 07.2024
- We worked closely specifically with insurers in the United States, particularly with workers' compensation offices. We offered two lines of service: transportation and interpretation, which I will explain in detail below:
- As a Customer Care Specialist in the transportation area, I was responsible for providing exceptional service and support to customers, ensuring their satisfaction with transportation to medical appointments, and resolving any issues or concerns that arose during their rides. My role involved handling a high volume of inquiries through two communication channels: phone and email.
- As a Bilingual Interpreter, I facilitated clear and accurate communication between individuals, such as adjusters and injured workers, who spoke different languages, including English and Spanish. I ensured that all parties understood each other effectively by interpreting spoken language in real-time during teleconferences.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional support during high call volume periods, maintaining a professional demeanor under pressure.
Customer Service
Telus International
11.2021 - 01.2024
- As a Customer Service Representative at Bank of Montreal camping. I provided outstanding support across various aspects of banking services, including account management, debit card inquiries, general customer support, and digital banking assistance. My role was integral to ensuring a seamless and efficient customer experience.
- Strengthened client relationships through regular communication and excellent customer service.
- Delivered exceptional customer service, addressing client inquiries promptly and professionally.
- Met customer service goals and exceeded customer expectations.
Education
Accounting Technician -
Instituto Nacional General e Ingeniero Jaime Abdul Gutiérrez
01.2020
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Call center experience
- Complaint handling
- Conflict resolution
- Payment processing
- Customer satisfaction measurement
- Product knowledge
- Appointment scheduling
References
- Licci Dinora, García Corona, Sales Executive, 7180-3533, COPRODISA S.A. de C.V.
- Henry Ezequiel, Hernández Cruz, Operations Assistant Team Leader, 6983-0240, Telus International
Languages
English
Professional Working
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Emaya Services S.A De C.V
08.2024 - Current
Customer Care Specialist and Bilingual Interpreter
inFluent S.A de C.V.
03.2024 - 07.2024
Customer Service
Telus International
11.2021 - 01.2024
Accounting Technician -
Instituto Nacional General e Ingeniero Jaime Abdul Gutiérrez
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