Martin Edgardo Antonio Sotelo Pereira
San Salvador
Summary
Proactive call center professional with excellent leadership skills and a proven track record of exceeding customer expectations. Skilled in training, monitoring, and managing high-performance teams in fast-paced environments. Knowledgeable manager and problem-solver consistently achieving and surpassing productivity targets. Strong leadership abilities and genuine passion for customer relations. Eager to embrace new challenges.
Overview
3
3
years of professional experience
Work History
Coach
Focus El Salvador
10.2022 - 01.2025
- Enhanced team performance by developing and implementing effective coaching strategies.
- Reduced average handle time through the implementation of effective call handling techniques and scripts.
- Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
- Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
Customer Service Representative
Focus El Salvador
03.2022 - 10.2022
- 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.
Education
University -
Focus Achieve University Program
Focus El Salvador 05.2001 -
The Next Level -
Focus Achieve Program
Focus El Salvador 05.2001 -
Skills
Coaching and mentoring
Call monitoring
Document management
Timekeeping
Adaptability and flexibility
Excellent communication
Problem-solving
Leadership development
Self motivation
Multitasking
Decision-making
Team building
Timeline
Coach
Focus El Salvador
10.2022 - 01.2025
Customer Service Representative
Focus El Salvador
03.2022 - 10.2022
University -
Focus Achieve University Program
05.2001 -
The Next Level -
Focus Achieve Program
05.2001 -
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