Lilian Lourdes Hernandez Perez
Back Office, Customer Service And Sales Representative
San Salvador, El Salvador
Summary
Dynamic Customer Service Representative with a proven track record at Concentrix, excelling in complaint resolution and active listening. Skilled in problem-solving and product knowledge, I enhanced customer loyalty through empathetic interactions and effective conflict management, achieving high retention rates and positive client feedback.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Concentrix
05.2022 - 06.2025
- 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.
Customer Service Representative
SYKES
05.2021 - 03.2022
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
Customer Service Representative and Sales
Teleperformance
05.2017 - 11.2020
- 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.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
High School Diploma -
Instituto Nacional Caserio Aguacayo
Chalatenango, El Salvador 05.2001 -
Skills
Customer service
Problem-solving
Active listening
Product knowledge
Complaint resolution
Customer relations
Timeline
Customer Service Representative
Concentrix
05.2022 - 06.2025
Customer Service Representative
SYKES
05.2021 - 03.2022
Customer Service Representative and Sales
Teleperformance
05.2017 - 11.2020
High School Diploma -
Instituto Nacional Caserio Aguacayo
05.2001 -
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