Alfonso Flores
Calgary,AB
Summary
Dynamic Customer Service Representative with tech skills and a proven track record at IBEX Global and Sutherland Global, adept at resolving conflicts and enhancing customer loyalty through active listening and empathy. Lover of social work, I thrive in high-pressure environments, consistently delivering satisfactory outcomes while collaborating with teams to elevate service standards and offer the best performance possible with a great attitude.
Overview
3
3
years of professional experience
Education
High School Diploma -
Colegio San José Jinotepe
Nicaragua-CarazoAcademic English Program - English Language
Keiser University San Marcos
Nicaragua - San Marcos10-2022
No Degree - Psychology (1 Year)
UAM (Universidad Americana)
Nicaragua-ManaguaWork History
Technical & Customer Support Representative
Sutherland Global
Ottawa, ON
06.2025 - Current
- Assisted customers with inquiries, providing accurate information and solutions.
- Collaborated with team members to streamline support processes and improve response times.
- Documented customer interactions in CRM system for future reference and analysis.
- Advanced Zendesk management
- Maintained up-to-date knowledge of products and services to enhance customer experience.
Customer Service Representative
IBEX Global
Nicaragua
02.2023 - 12.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- 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.
Skills
- Widely patient
- Active listening
- Critical thinking
- Team worker
- Constant learner
- Billing Software Management
- Canva Edition & Design Skills
- Google Workspace Advanced User
- Advanced CRM Management
Languages
Spanish
English