Mariano de Aranaga
Niagara Falls,ON
Summary
Customer Service Specialist with expertise in first-contact resolution and escalation management. Skilled in CRM software and data analysis, optimizing customer interactions and enhancing satisfaction. Proven ability to manage complex inquiries, exceed performance goals, and foster positive client relationships. Known for demonstrating empathy and active listening, contributing to improved customer retention and overall service delivery.
Overview
1
1
Language
6
6
years of professional experience
Work History
Associate Customer Service Representative
AMEX GBT
Niagara Falls, Ontario
01.2026 - Current
- Managed client portfolio across diverse sectors to enhance service delivery.: Provided dedicated support across high-profile sectors including Financial Services (Fifth Third Bank, PenFed, SE Credit Union), Aviation (Delta Air Lines), and Telecommunications (Optimum).
- Educated corporate clients on policy guidelines, duty-of-care protocols, and account procedures, ensuring adherence to account-specific SLAs.
- Escalation Resolution: Research, track, and resolve complex escalations by coordinating with internal departments, third-party vendors, and key account managers.
- Maintained accurate corporate profile updates and documented customer interactions in CRM databases to support effective client management.
Bilingual Customer Service Representative
Westbrook Trailers
Lincoln, Ontario
01.2024 - 12.2025
- Maintained customer satisfaction scores above 4.8/5 by providing empathetic, proactive, and efficient support.
- Achieved a consistent 95%+ First-Contact Resolution (FCR) rate across phone, email, and live chat channels.
- De-escalated tense customer interactions, translating technical jargon into user-friendly guidance to enhance customer understanding.
- Collaborated with cross-functional technical, sales, and product teams to advocate for customer needs, improving systemic workflows.
Insurance Broker Consultant
Scoop Insurance Brokers
Welland, Ontario
07.2021 - 01.2024
- Executed sales strategies to acquire new policyholders and up-sold complementary plans, contributing to overall revenue growth.
- Cultivated trusting relationships with personal and commercial clients through tailored insurance product identification, enhancing client satisfaction and retention.
- Advised clients on insurance coverage options and policy selection.
- Analyzed client needs to recommend appropriate insurance products.
- Assisted clients with claims process and documentation requirements.
Customer Relationship Manager
Font Marketing Agency
Niagara Falls, Ontario
02.2021 - 07.2021
- Developed customized performance reports to track marketing campaigns and ensured clients remained current on emerging technology and social media trends.
- Acted as primary liaison among agency leads, clients, and external suppliers to enhance marketing ROI.
- Handled client inquiries and complaints, ensuring timely delivery of marketing milestones.
Education
Associate of Science - Computer Science
Universidad Iberoamericana
Mexico City, Mexico01-1992
Skills
- CRM software
- Client management
- Account management
- First-contact resolution
- Escalation management
- Client satisfaction
- Data analysis
Languages
Spanish
Professional
Timeline
Associate Customer Service Representative
AMEX GBT
01.2026 - Current
Bilingual Customer Service Representative
Westbrook Trailers
01.2024 - 12.2025
Insurance Broker Consultant
Scoop Insurance Brokers
07.2021 - 01.2024
Customer Relationship Manager
Font Marketing Agency
02.2021 - 07.2021
Associate of Science - Computer Science
Universidad Iberoamericana