Dayana Chavez
Markham,ON
Summary
Enhance team performance and maximize customer satisfaction by strategically managing calls and implementing process improvements. Talented leader offering top-notch abilities in program management, interpersonal communication, and administrative oversight. Successful at training and mentoring employees to promote culture and collaboration and continuous improvement.
Overview
3
3
years of professional experience
Work History
Bilingual Customer Service Representative
Paymentus
04.2024 - Current
- Communicated with management when customer issues escalated and worked to find resolutions.
- Identified and responded to customer requests and concerns through email, online chat, and phone for both English and Spanish-speaking customers.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Provided language translation services for customer service inquiries.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Investigated and resolved accounting, service and delivery concerns.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Team Leader
Teleperformance
04.2021 - 02.2023
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Evaluated customer needs and feedback to drive product and service improvements.
- Educated staff on organizational mission and goals to help employees achieve success.
- Assisted in recruitment to build team of top performers.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Trained new employees on company customer service policies and service level standards.
- Developed effective improvement plans in alignment with goals and specifications.
Education
Office Administration
ICATSON
Hermosillo11.2022
High School Diploma -
INASED
Hermosillo08.2020
Skills
- Call center operations
- De-escalation and conflict resolution
- Communication and client relation
- Problem-Solving
- Payment Processing
- Spanish translation
- Microsoft application proficiency
- Organization
- Active listening
- Positive attitude
- Bilingual customer support
- Interpersonal skills
- Customer Support
Languages
English
Full Professional
Spanish
Native or Bilingual
Timeline
Bilingual Customer Service Representative
Paymentus
04.2024 - Current
Team Leader
Teleperformance
04.2021 - 02.2023
Office Administration
ICATSON
High School Diploma -
INASED
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