Vicky Garcia
San Salvador,El Salvador
Summary
Multifaceted, hardworking and committed worker with proven customer service expertise, strong attention to detail and superior work ethic. Proficient in supporting customer service teams by addressing escalated issues and assisting with troubleshooting. Talented trainer and mentor with performance-oriented mindset. Highly efficient planning, problem-solving, and communication skills.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Lead
Sykes Call Center
12.2019 - Current
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
- Responded to customer requests for products, services, and company information.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
Customer Service Representative Agent
Sykes Call Center
01.2017 - 12.2019
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations.
- Managed high call volume, consistently maintaining a professional demeanor and prioritizing customers' needs.
- Built rapport with clients through active listening, empathy, and understanding of their individual needs.
- Maintained a high level of integrity and confidentiality when handling sensitive customer information, ensuring data privacy compliance.
- Achieved high service level scores by effectively resolving customer issues during the first contact.
- Navigated multiple systems simultaneously for efficient information retrieval during live calls with customers.
- Consistently met or exceeded performance metrics including average handle time, first-call resolution rate, and adherence to schedule requirements.
Data Entry Clerk
Atento, El Salvador
01.2015 - 12.2017
- Completed data entry tasks with accuracy and efficiency.
- Followed established procedures to enter and process data correctly.
- Organized, sorted, and checked input data against original documents.
- Scanned documents and saved in database to keep records of essential organizational information.
- Prioritized tasks effectively to ensure timely completion of all assigned projects without sacrificing attention to detail.
- Communicated with supervisors and colleagues to process data quickly and resolve discrepancies.
- Contributed to process improvement initiatives by suggesting ways to optimize data entry tasks for optimal productivity.
Education
High School Diploma -
Instituto Nacional De San Martin
San Salvador, El SalvadorSkills
- Administrative duties
- Critical Thinking
- Problem-solving abilities
- Follow-up skills
- Scheduling
- De-Escalation Techniques
- Microsoft Office Suite
- Customer Service-Oriented
- Meticulous attention to detail
- Fast Learner
Certification
- GDS (Global distribution system) certification
- AMADEUS AND SABRE Certification: flight booking systems
Languages
Spanish
Native language
English
Advanced
C1
Portuguese
Upper intermediate
B2
Timeline
Customer Service Lead
Sykes Call Center
12.2019 - Current
Customer Service Representative Agent
Sykes Call Center
01.2017 - 12.2019
Data Entry Clerk
Atento, El Salvador
01.2015 - 12.2017
High School Diploma -
Instituto Nacional De San Martin
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