TV SERIES ABOUT US
Juan Alberto Diaz Garcia
Accounting Bachelor
Soyapango
Summary
Dynamic Customer Service Representative with proven expertise at THE OFFICE GURUS, recognized for enhancing customer satisfaction through effective problem-solving and active listening. Skilled in complaint resolution and CRM, I consistently exceeded performance metrics, fostering loyalty and repeat business while delivering tailored solutions to meet diverse client needs.
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
13
13
years of professional experience
2
2
Languages
Work History
Customer Service Representative
THE OFFICE GURUS
11.2024 - 07.2025
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Translator and Interpreter
PARROQUIA MARIA MADRE DE LOS POBRES
10.2024 - 10.2024
- Received positive feedback from clients for exceptional attention to detail in translated documents and interpreted conversations.
- Translated documents from SPANISH to ENGLISH.
- Maintained high linguistic standards across all translations through rigorous proofreading and editing processes.
- Monitored progress of translation projects and reported issues to appropriate personnel.
- Interpreted conversations between foreign language-speaking clients and others.
- Interpreted spoken and written languages other than English and vice versa.
- Enabled smoother negotiations for clients with foreign counterparts by offering real-time interpretation support.
- Expanded client base through consistent delivery of high-quality translation and interpretation services.
Customer Service Representative
FOUNDEVER
12.2023 - 07.2024
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Participated in training programs to enhance product knowledge and customer service skills.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Translator and Interpreter
PARROQUIA MARIA MADRE DE LOS POBRES
10.2023 - 10.2023
- Translated documents from SPANISH to ENGLISH.
- Upheld strict confidentiality guidelines when handling sensitive information or classified documents for clients.
- Assisted legal teams in navigating complex cases involving non-English speakers, providing accurate translation of testimonies and evidence materials.
- Provided verbal summaries of non-English documents for immediate use.
- Improved cultural understanding among colleagues by providing language training sessions and workshops on foreign customs and practices.
- Developed and maintained glossary of technical terms.
- Created detailed reports on accuracy of translated documents.
- Researched cultural etiquette and specific use of slang words.
- Assisted foreign language-speaking clients with inquiries.
- Interpreted conversations simultaneously to help both parties conduct business, handle medical needs or manage personal concerns.
- Maintained message content, tone, and emotion as closely as possible.
- Developed strategies to perform accurate and consistent translations.
Customer Service Representative
FOCUS EL SALVADOR
01.2021 - 07.2023
- Improved resolution time with effective problem-solving for customer complaints.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Led quarterly customer service meetings to review performance and set goals for improvement.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Cashier Assistant
CACTIUSA DE R.L
02.2015 - 03.2018
- Met customer needs through polite, friendly and attentive service.
- Counted cash drawers before and after shifts to verify accuracy and report discrepancies.
- Maintained a clean and safe workspace, ensuring proper sanitation protocols were followed.
- Assisted with restocking shelves and inventory management to keep the store well-stocked and appealing to customers.
- Processed returns and exchanges efficiently, adhering to company guidelines while prioritizing customer satisfaction.
- Handled cash drawer responsibly, accurately counting change and ensuring daily balances were correct.
- Participated in team meetings to discuss ways of improving store efficiency, customer service quality, and overall performance metrics.
Customer Service Representative
Teleperformance
12.2012 - 02.2015
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize customer needs.
- Promptly responded to inquiries and requests from prospective customers.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Increased efficiency and team productivity by promoting operational best practices.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Trained new personnel regarding company operations, policies and services.
Education
Bachelor of Science - Business Accountancy
C.E.C FRAY MARTIN DE PORRES
Soyapango, El Salvador 05.2001 -
Skills
Customer service
Problem-solving
Active listening
Product knowledge
Call management
Complaint resolution
Call center experience
Customer relations
Problem resolution
Critical thinking
Decision-making
Microsoft Excel
Information security
Account updating
Complaint handling
Customer relationship management (CRM)
Customer satisfaction measurement
Call center operations
Live chat support
Relationship building
Technical support
Customer education
Interests
SOCCER
Any position that i play im good at and i feel im very good at it and i love all sports too
Timeline
Customer Service Representative
THE OFFICE GURUS
11.2024 - 07.2025
Translator and Interpreter
PARROQUIA MARIA MADRE DE LOS POBRES
10.2024 - 10.2024
Customer Service Representative
FOUNDEVER
12.2023 - 07.2024
Translator and Interpreter
PARROQUIA MARIA MADRE DE LOS POBRES
10.2023 - 10.2023
Customer Service Representative
FOCUS EL SALVADOR
01.2021 - 07.2023
Cashier Assistant
CACTIUSA DE R.L
02.2015 - 03.2018
Customer Service Representative
Teleperformance
12.2012 - 02.2015
Bachelor of Science - Business Accountancy
C.E.C FRAY MARTIN DE PORRES
05.2001 -