Leandro Medina
Vancouver,BC
Summary
Well-qualified customer service agent, familiar with skills and abilities needed to succeed. Possessing strengths in task prioritization and customer service. Ready to leverage training and experience to take on new professional challenges.
Versatile team lead with extensive experience monitoring and maintaining service standards and call handling thresholds. Conscientious and personable supervisor with strong understanding of principles and procedures relating to customer service. Committed to contributing to superior service, maximum revenue generation and high productivity.
Active hard working person with a great attitude, willingness to learn and easy to go along with. I love working out, practicing Jiu Jitsu or martial arts such as boxing, kick boxing, etc...
Overview
4
4
years of professional experience
Work History
Customer Service Representative Team Lead
Concentrix
06.2022 - 09.2023
- Handled day-to-day customer contact via phones, faxes, and emails.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Monitored customer service calls to verify representatives' adherence to service standards and best practices.
- Supervised large teams with guidance, support and direction for high-quality customer care.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Built positive rapport and relationships for high levels of customer satisfaction.
- Implemented company policies and procedures for professional, cohesive customer care.
- Implemented customer service policies and procedures for consistent performance standards.
- Measured and improved customer satisfaction through feedback surveys and analysis.
Brazilian Jiu Jitsu Crew Member
De La Costa Academy
01.2022 - 09.2023
- Worked well with teammates and accepted coaching from management team.
Customer Service Representative Agent
Continuum
02.2020 - 04.2022
- Responded to customer requests for products, services, and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Updated account information to maintain customer records.
- Answered constant flow of customer calls with minimal wait times.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Education
One Year Diploma - Hospitality And Tourism
Tamwood International College
Vancouver, BC10.2024
One Year Diploma - English As A Second Language
Dominico Americano
Dominican Republic, Santo Domingo12.2020
One Year Diploma - Journalism And Mass Communication
Otto Rivera
Diminican Republic, Santo Domingo11.2020
One Year Diploma - Software Systems
ITLA
Dominican Republic, Santo Domingo03.2019
High School Diploma -
Dominico Frances
Dominican Republic, Santo Domingo01.2016
Skills
- Team Goals
- Inquiry Requests
- Customer Loyalty
- Incoming Call Management
- Correcting Discrepancies
- Customer Service and Assistance
- Maintaining Clean Work Areas
- Inside Sales
- Client Relationships
- Customer Complaint Management
- Tech Support
- Skill Development
- Job Assignments
- Collaborative Environments
- Outbound and Inbound Calls
Languages
English
Full Professional
Spanish
Native or Bilingual
Timeline
Customer Service Representative Team Lead
Concentrix
06.2022 - 09.2023
Brazilian Jiu Jitsu Crew Member
De La Costa Academy
01.2022 - 09.2023
Customer Service Representative Agent
Continuum
02.2020 - 04.2022
One Year Diploma - Hospitality And Tourism
Tamwood International College
One Year Diploma - English As A Second Language
Dominico Americano
One Year Diploma - Journalism And Mass Communication
Otto Rivera
One Year Diploma - Software Systems
ITLA
High School Diploma -
Dominico Frances
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