Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
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Erick Molina

Erick Molina

Calgary

Summary

Proactive Customer Service Representative with extensive experience in conflict resolution and customer relations. Skilled in handling escalated calls, resolving complaints with empathy, and maintaining professionalism under pressure. Brings strong problem-solving abilities, data entry proficiency, and a commitment to enhancing customer loyalty and satisfaction. Customer Service Representative 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, ad providing customized solutions to build loyalty. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Customer Service Representative

Telus International
01.2022 - 06.2022
  • 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.

Volunteer

ALDOSA
01.2019 - 09.2020
  • Assisted with special events and programs.
  • Maintained clean, neat, and operational facilities to serve program needs.
  • Supported engaging, fun, and smooth-running events by helping with organization and planning.
  • Used strong interpersonal communication skills to convey information to others.
  • Help with chemicals products.

Cashier

Yogo Juice
11.2018 - 03.2019
  • Greeted customers entering store and responded promptly to customer needs.
  • Welcomed customers and helped determine their needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.

Apprentice In milk products

Family Business
01.2016 - 12.2016
  • Worked under guidance of experienced professionals to learn trade best practices and techniques.
  • Demonstrated eagerness to learn by asking questions and seeking clarification when necessary.
  • Enhanced practical skills by assisting experienced professionals in various tasks.
  • Adhered to company policies, procedures, and safety guidelines during daily work activities.

Education

Bachelor of Science - Medicine Studies

Universidad Mariano Galvez
Guatemala
11.2030

High School Diploma -

IPEDEP
Jalapa, Guatemala
09.2020

Skills

  • Customer Service
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Data Entry
  • Customer Relations
  • Problem Resolution
  • Call center experience
  • Computer Proficiency
  • Conflict Resolution

Languages

Spanish
Native or Bilingual
English
Full Professional

Certification

  • Crisis Intervention Team Training – Mental Health Associations or Local Law Enforcement Agencies.
  • Hazardous Materials Awareness and Operations Level Certifications – Pro Board Fire Service Professional Qualifications System or International Fire Service Accreditation Congress.
  • Stroke Scale Certifications, NIH Stroke Scale, etc. – National Institutes of Health or other recognized bodies.

Timeline

Customer Service Representative

Telus International
01.2022 - 06.2022

Volunteer

ALDOSA
01.2019 - 09.2020

Cashier

Yogo Juice
11.2018 - 03.2019

Apprentice In milk products

Family Business
01.2016 - 12.2016

Bachelor of Science - Medicine Studies

Universidad Mariano Galvez

High School Diploma -

IPEDEP

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Erick Molina