Gricelda Santos
Summary
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
14
14
years of professional experience
Work History
Customer Support Specialist
Telus International
04.2021 - 10.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure.
- 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.
- Navigated multiple computer systems and applications to find information.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Helped large volume of customers/Representatives from store, every day with positive attitude and focus on customer satisfaction.
- Recommended approval or disapproval of device financing based on customers credit class.
- Analyzed applicants' financial status and credit and property evaluations to determine credit feasibility.
- Assisted customers in navigating online resources effectively, increasing their self-sufficiency when dealing with future inquiries.
Bilingual Customer Service Representative
Teleperformance El Salvador
12.2019 - 12.2020
- Assisted customers with Spanish/ English language inquiries in a timely and professional manner.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
- Provided language translation services for customer service inquiries.
- Documented customer service policies, scripts and procedures in English/Spanish.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and improving overall user experience.
- Participated in training programs to enhance product knowledge and customer service skills.
- Educated customers about billing, payment processing and support policies and procedures.
- Identified and resolved discrepancies and errors in customer accounts.
Collections Agent
Corporación Personal
12.2015 - 06.2017
- Processed payments and applied to customer balances.
- Provided exceptional customer service by empathizing with clients financial situations while working towards mutually beneficial solutions.
- Increased productivity levels through efficient time management and prioritization of daily tasks.
- Exceeded monthly targets consistently as a result of strong negotiation skills combined with effective account management strategies.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
- Counseled debtors on payment options and arranged installment agreements.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
Branch Customer Service Representative
Banco De America Central
11.2010 - 06.2015
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided expert product knowledge to customers, recommending suitable banking solutions tailored to their needs.
- Navigated multiple computer systems and applications to find information.
- KYC expert.
- Utilized financial software to prepare consolidated financial statements.
- Maintained comprehensive knowledge of regulatory changes within the banking industry, implementing necessary updates into daily operations as required.
- Delivered exceptional service for all branch customers, resulting in increased loyalty and repeat business.
- Identified potential sales opportunities through proactive relationship-building efforts with existing clients.
- Developed personalized financial plans for clients, optimizing their long-term financial goals through strategic account management techniques.
- Processed transactions efficiently and accurately, ensuring a high level of customer satisfaction with each interaction.
- Educated customers about billing, payment processing and support policies and procedures.
- Increased customer satisfaction by streamlining banking processes and implementing new technologies.
- Improved operational efficiency for the bank through effective management and cost reduction strategies.
- Met with clients to generate new business and negotiate contracts.
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
- Established and checked coding procedures, monitored reports and updated internal files.
Education
High School Diploma -
Colegio Julio Verne
El Salvador11-2007
Skills
- Call center experience
- CRM Software
- Attention to Detail
- Help Desk Support
- Teamwork and Collaboration
- Problem-solving abilities
- Detail Oriented
- Social media tools
- Marketing Strategies
- Creative Problem-Solving
- Customer Relationship Management (CRM)
- Microsoft Office
- Audience Engagement
Languages
Spanish
Native language
English
Upper intermediate
B2
Portuguese
Intermediate
B1
Timeline
Customer Support Specialist
Telus International
04.2021 - 10.2024
Bilingual Customer Service Representative
Teleperformance El Salvador
12.2019 - 12.2020
Collections Agent
Corporación Personal
12.2015 - 06.2017
Branch Customer Service Representative
Banco De America Central
11.2010 - 06.2015
High School Diploma -
Colegio Julio Verne
Similar Profiles
Stephanie UllianStephanie Ullian
AI Training/Search Result Evaluator and Safety Rate at Telus Digital FKA Telus InternationalAI Training/Search Result Evaluator and Safety Rate at Telus Digital FKA Telus International
Gerald MakohoniukGerald Makohoniuk
SYSTEM ANALYST LEVEL II at TELUS/TELUS INTERNATIONALSYSTEM ANALYST LEVEL II at TELUS/TELUS INTERNATIONAL
Thomas Douglas Cerezoli BonatoThomas Douglas Cerezoli Bonato
Learning and Development Specialist at TELUS InternationalLearning and Development Specialist at TELUS International
Zane R. MuoioZane R. Muoio
Digital Content Analyst | Part-Time at TELUS InternationalDigital Content Analyst | Part-Time at TELUS International
Daniel BirdDaniel Bird
Senior Customer Support Specialist/Customer Support Specialist at Berkheimer Automotive Paint & SupplySenior Customer Support Specialist/Customer Support Specialist at Berkheimer Automotive Paint & Supply