Roberto Gavidia
Customer Service And Sales Representative
Nejapa,SS
Summary
Creative Customer Service professional with 7 years of experience and dedicated to consistently surpassing service goals by 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 and providing customized solutions to build loyalty. Smoothly manages both incoming and outgoing calls by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Overview
2025
2025
years of professional experience
2016
2016
years of post-secondary education
2
2
Certifications
2
2
Languages
Work History
Customer Care Representative
Great HealthWorks
1 2023 - Current
- Utilized strong problem-solving skills to retain customers from cancelling their monthly subscription to the OmegalXl natural supplement.
- Managed a volume of 20 incoming calls while maintaining a professional demeanor, ensuring timely support for customers in need.
- Exceeded performance targets consistently by utilizing strong multitasking abilities and prioritizing tasks effectively.
Customer Service Team Leader
Transactel El Salvador SA de CV
11.2021 - 01.2023
- Used the Talkdesk system along with it's CRM integration to keep records of customer interactions for the Ride with Via account and track team member performance and productivity.
- Reviewed individual performance metrics of 15 customer service representatives, offering constructive feedback and coaching to drive continuous improvement.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates
Sales Representative
Transactel El Salvador SA de CV
01.2020 - 11.2021
- Achieved monthly sales goals by building rapport, asking the right probing questions, educating on product benefits and finally providing a personalized solution based on the customer's needs to enroll clients on new internet, television and home phone services for the Comwave account.
- Led training sessions for new sales representatives, enhancing team expertise and performance.
- Generated additional sales opportunities with upselling and cross-selling techniques.
Tier 2 Customer Service Representative
Concentrix CVG Global Services El Salvador S.A. de C.V.
01.2019 - 01.2020
- Collaborated with supervisors across departments to expedite resolution efforts when needed, improving overall efficiency levels within the team.
- Conducted follow-up calls to gauge satisfaction levels post-resolution, identifying areas for potential improvement moving forward.
- Served as an escalation point for challenging cases, taking ownership of complex problems until satisfactory resolutions were achieved.
Advanced Customer Service Representative
Concentrix CVG Global Services El Salvador S.A. de C.V.
01.2017 - 01.2019
- Handled over 30 incoming calls per shift educating customers on product features, benefits, and proper usage of various offerings.
- Strengthened customer relationships by providing personalized solutions and by tailoring recommendations to address needs.
- Leveraged strong product knowledge to maintain a high level of customer satisfaction and improve customer experience.
- Enhanced customer satisfaction by addressing and resolving complex billing and payment processing inquiries in a timely and professional manner for the DirecTV account
Education
Industrial Engeneering -
Universidad Don Bosco
Soyapango, San Salvador 01.2014 - 01.2016
Bilingual Technical Assistant -
Centro Cultural Salvadoreño Americano
San Salvador, San Salvador12-2014
Skills
Microsoft Office Suite
Google Workspace
Problem-solving
Results-oriented
Detail-oriented
Active Listening
Team Management
Effective communication
First Call resolution
Customer Relationship Management
Documentation And Reporting
Email correspondence
Multitasking Abilities
Time Management
Team player
Certification
Coaching for Excellence, Telus International, 01/01/21
Timeline
Customer Service Team Leader
Transactel El Salvador SA de CV
11.2021 - 01.2023
Sales Representative
Transactel El Salvador SA de CV
01.2020 - 11.2021
Tier 2 Customer Service Representative
Concentrix CVG Global Services El Salvador S.A. de C.V.
01.2019 - 01.2020
Advanced Customer Service Representative
Concentrix CVG Global Services El Salvador S.A. de C.V.
01.2017 - 01.2019
Industrial Engeneering -
Universidad Don Bosco
01.2014 - 01.2016
Customer Care Representative
Great HealthWorks
1 2023 - Current
Bilingual Technical Assistant -
Centro Cultural Salvadoreño Americano
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