Juan J. Dominguez Zarco
Saskatoon,SK
Summary
Dedicated Customer Service Specialist with extensive experience in managing diverse customer interactions. Proven track record in sales, technical support, and health insurance, contributing to increased customer satisfaction and retention. Highly skilled in communication, negotiation, and conflict resolution, ensuring efficient collection processes and positive outcomes. Demonstrates exceptional active listening and empathy to enhance customer experiences even under pressure.
Overview
6
6
years of professional experience
Work History
Collections Specialist
SaskTel
Saskatoon, Saskatchewan
03.2023 - Current
- Developed relationships with debtors to encourage timely payments while providing excellent customer service.
- Remitted payments received from customers promptly while adhering to all applicable laws and regulations governing the collection process.
- Assisted customers with financial hardship by offering alternative payment plans or other solutions that would benefit both parties.
- Created and implemented strategies to reduce delinquency rates, improve customer service and increase collections.
- Analyzed account histories, monitored payments, reconciled discrepancies and updated customer information in the database.
- Provided financial advice to customers on budgeting techniques and money management skills to help them stay current on their obligations.
Quality Evaluator
Concentrix
12.2021 - 11.2022
- Inbound and outbound call handling as a supervisor to solve major issues with clients.
- Implementing root cause analysis tools to determine failures and provide appropriate counter-measures
- Applying improvement measures and quality control standards to production processes
- Aggregating & analyzing internal & external strategies to assess performance drivers & identify insights
- Synthesizing multiple sources of data and large data sets to develop reports, tools, & metrics
- Utilizing formulas to extract data from queries into Excel spreadsheets.
Trainer
Concentrix
04.2021 - 12.2021
- Inbound and outbound call handling as a supervisor to solve major issues with clients.
- Evaluating individuals frequently for progress & growth potential to guide decisions regarding advancement & additional training
- Compilation & analysis of weekly trainee retention reports
- Designing training performance evaluations, providing training follow-up sessions to incorporate feedback into future modules
- Monitoring training effectiveness through metric analysis, feedback, & observations
- Implementation & facilitation of successful training programs to improve employee engagement, retention, & productivity
- Preparing training materials, module summaries, videos & presentations.
Customer Service Representative
Concentrix
09.2020 - 03.2021
- Upholding quality control policies & procedures to increase customer satisfaction ratings
- Creating and activating customer accounts
- Fielding customer complaints & queries, fast-tracking for problem resolution
- Remaining calm & professional in high-stress circumstances while effectively diffusing tense situations
- Informing customers about billing procedures, processing payments, & providing pay option setup assistance
- Answering inbound calls, chats & email to ensure satisfactory customer service.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
Assistant Manager
V&V
07.2019 - 03.2020
- Researching & gathering information for project documentation & deliverables
- Collecting & organizing documentation within logical groupings & categories to facilitate ease of access for stakeholders
- Collaborating cross functionally to communicate issues & coordinate responses,
- Compose grammatically correct, clear, & concise email responses to reflect company tone & style
- Participating in internal training programs to support multiple clients & professional development
- Organizing calendars with reminders for upcoming meetings & events.
Education
BBA -
Edwards School of Business
Saskatoon, SK12-2028
High School Diploma -
Colegio Virtual Siglo XXI
06.2018
Skills
- Customer service
- Data Analysis
- Computer literacy, Office 365, VPN, troubleshooting
- Effective Time Management
- Billing Issue Resolution
References
References available upon request.
Languages
English
Full Professional
Spanish
Native/ Bilingual
French
Limited
Timeline
Collections Specialist
SaskTel
03.2023 - Current
Quality Evaluator
Concentrix
12.2021 - 11.2022
Trainer
Concentrix
04.2021 - 12.2021
Customer Service Representative
Concentrix
09.2020 - 03.2021
Assistant Manager
V&V
07.2019 - 03.2020
High School Diploma -
Colegio Virtual Siglo XXI
BBA -
Edwards School of Business
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