Fabiola Cristabel Quintanilla Gonzalez

Work History

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.

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.

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.