Summary
Overview
Work History
Education
Skills
Timeline
Generic
Henry Fuentes

Henry Fuentes

Customer Service Representative
Santa Ana

Summary

Dynamic bilingual (English & Spanish) Customer & Technical Support Specialist with 10+ years of experience resolving complex issues, improving customer satisfaction, and providing remote technical assistance. Proven track record in helpdesk support, troubleshooting software/hardware, and delivering exceptional service via phone, email, and chat. Adept at working in fast-paced remote environments for global companies.

Overview

10
10
years of professional experience

Work History

Bilingual Customer Support Representative

SkyCom Call Center
08.2019 - Current
  • Maintained comprehensive knowledge of products and services, ensuring accurate information was provided to customers.
  • Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
  • Managed escalated calls with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Balanced multiple priorities while maintaining a focus on excellent communication skills and attention to detail.
  • Consistently received positive feedback from both customers and colleagues alike due to dedication towards outstanding service delivery.
  • Utilized CRM tools effectively to track customer interactions, maintain records, and provide personalized assistance when needed.

Bilingual Technical Support Specialist

Teleperformance
04.2015 - 07.2019
  • Evaluated emerging technologies for potential implementation within the organization''s support framework.
  • Delivered clear and concise instructions to customers, helping them navigate complex technological systems with ease.
  • Enhanced customer satisfaction by providing timely and accurate technical support in both English and Spanish languages.
  • Streamlined communication between clients and internal teams, facilitating better understanding of technical concerns and requirements.
  • Managed high call volume effectively while maintaining strong rapport with each individual client.

Education

Associate of Arts - Liberal Arts

Bard College
Red Hook, NY
05.2001 -

Skills

    Customer service excellence

    Complaint handling

    Adaptability and flexibility

    Multitasking Abilities

    Active listening

    Online chat support

    Organization and recordkeeping

    Software troubleshooting

    Problem-solving abilities

Timeline

Bilingual Customer Support Representative

SkyCom Call Center
08.2019 - Current

Bilingual Technical Support Specialist

Teleperformance
04.2015 - 07.2019

Associate of Arts - Liberal Arts

Bard College
05.2001 -

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Henry FuentesCustomer Service Representative