Fabiola Cristabel Quintanilla Gonzalez
Customer Sevice
El Salvador
Summary
Efficient and passionate customer service representative. When resolving problems for clients who call or send emails.
Use of professional and technical vocabulary in both Spanish and English, with ease to understand the root of a problem with a brief description and proving questions.
Overview
2
2
years of professional experience
1
1
year of post-secondary education
1
1
Certification
2
2
Languages
Work History
Technical Support Representative For Cash App
GETCOM INTERNATIONAL
05.2023 - 05.2024
- Reduced call wait times by effectively prioritizing incoming technical support requests and delegating tasks accordingly. (Used to handle 35+ calls per day)
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in any kind of technical support request about their financial app.
- Ensured confidentiality of sensitive customer information by adhering strictly to data protection regulations during all interactions.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
General Reservations Agent for AMEX
Teleperformance
09.2022 - 01.2023
- Utilized advanced knowledge of products and services to provide accurate information to customers while upselling when appropriate.
- Ensured confidentiality of sensitive customer information by adhering strictly to data protection regulations during all interactions.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
- Efficiently processed customer orders, returns, exchanges, and refunds according to established guidelines while maintaining accuracy and thoroughness.
- Identified and responded to customer requests and concerns through email.
- Maintained and managed customer files and databases.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
General Reservations Agent for IHG Hotels & Resort
Teleperformance
06.2022 - 09.2022
- Assisted guests in selecting suitable accommodations based on their preferences and budget.
- Achieved high customer satisfaction scores with prompt and courteous service during reservation calls.
- Conducted regular audits of reservation systems data entry accuracy, identifying areas of improvement for overall efficiency and guest satisfaction.
- Maintained up-to-date knowledge of hotel promotions, rates, and availability for accurate bookings.
- Utilized various software systems for efficient reservation processing and data management.
- Enhanced guest satisfaction by efficiently managing reservations and providing accurate booking information.
- Coordinated closely with front desk staff to communicate special requests or requirements from guests prior to arrival.
- Managed large call volumes, maintaining professionalism and attention to detail under pressure. (Used to handle 50+ calls)
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Introduced customers to resort amenities with pleasant and helpful demeanor.
Education
High School Diploma -
01.2019 - 11.2019
- Thesis Statement: How to encourage students in the fifth grade to be creative and pay attention in class
Skills
Customer Service
Remote Support
Application support
Technical Support
Product Troubleshooting
Call Center Operations
Complaint resolution
Guest Services
Complaint Handling
Language skills
Travel industry knowledge
Front Desk Management
Certification
AMEX GBT General Reservations Training - nov 2022
Timeline
Technical Support Representative For Cash App - GETCOM INTERNATIONAL
05.2023 - 05.2024
AMEX GBT General Reservations Training - nov 2022
11-2022
General Reservations Agent for AMEX - Teleperformance
09.2022 - 01.2023
General Reservations Agent for IHG Hotels & Resort - Teleperformance
06.2022 - 09.2022
Colegio Cristiano Salvadoreño En-Hacore - High School Diploma,
01.2019 - 11.2019