Andrea Neira Vinces
Lima
Summary
Dynamic Bilingual Customer Service Representative with 7 years of experience handling incoming calls, resolving customer issues, inputting orders, and processing shipments. Native Spanish speaker fluent in English. Dedicated to maintaining the highest customer satisfaction while efficiently managing large call volumes in fast- paced office environments. Committed to providing excellent service to current and new customers, effectively addressing inquiries, resolving issues, and processing orders.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Sales Customer Support Specialist
OCC247
07.2023 - 05.2024
- In this role, I effectively explained the various features of a CRM software to prospective and existing clients, showcasing my in-depth understanding and ability to communicate complex technical details clearly. I was responsible for managing and responding to a high volume of emails and calls from clients interested in the software, ensuring timely and professional communication. One of my key activities involved proactively reaching out to clients who had initiated free trials to gauge their continued interest and address any questions or concerns they might have had. This task required a keen sense of customer service and attention to detail. I adeptly utilized a range of tools, including HubSpot, Calendly, Loom, Notion, and AirCall, to streamline workflows, enhance communication, and manage client interactions efficiently. My familiarity with these tools enabled me to provide comprehensive support and maintain organized, productive operations.
Bilingual Customer Service Agent
Staff Boom Peru SAC
05.2023 - 05.2023
- In this role, I had the responsibility of educating customers on various types of insurance, including auto, health, and commercial policies. I would effectively communicate the intricacies of these insurance options to customers, ensuring they were well-informed. Additionally, I demonstrated my problem-solving abilities by identifying issues, analyzing information, and offering appropriate solutions. My strong communication skills, both in verbal and written forms, allowed me to convey information clearly and effectively. Whether working independently or as part of a team, I excelled in collaborating and maintaining a productive work environment. Time management was another strength of mine, enabling me to prioritize tasks and meet deadlines efficiently. Furthermore, I demonstrated my dedication to customer satisfaction by promptly addressing and resolving any issues or complaints they had.
Virtual Bilingual Customer Service Agent
Teleperformance Peru SAC
02.2022 - 03.2023
- In this role, I focused on providing excellent customer service by educating customers on billing, payment processing, and empathetic relationships with clients, consistently surpassing service standard goals and establishing a reputation for exceptional service. By leveraging my extensive knowledge of products and services, I ensured that every customer received exceptional assistance and had a welcoming and positive experience. I actively collaborated with team members to enhance the overall customer service experience and consistently exceeded team goals by achieving high client satisfaction rates. I promptly responded to customer requests, offering outstanding support and personalized recommendations to address their specific needs.
Virtual Bilingual Customer Service Agent
Teleperformance Peru SAC
11.2021 - 01.2022
- In this role, I prioritized providing a superior customer experience by actively addressing customer concerns, showing empathy, and swiftly resolving problems. I took responsibility for investigating and resolving various concerns, including accounting, service, and delivery issues. Through my dedication, I developed a profound understanding of customer service principles and best practices, ensuring that I consistently delivered exceptional service. Actively listening to customers, I effectively handled their concerns in a timely manner and escalated significant issues to my supervisor when necessary. I earned the trust of customers by providing them with knowledgeable and accurate information, proficiently communicating in both English and Spanish.
Pet Shop Virtual Assistant
Global Pet Shop Peru SAC
05.2021 - 05.2022
- In this role, I efficiently managed my time to meet demanding deadlines, applying effective time management techniques. I gained extensive expertise in data entry, analysis, and reporting, ensuring accuracy and efficiency in my work. Identifying issues and analyzing information, I consistently provided effective solutions to various problems. With excellent communication skills, both verbal and written, I effectively conveyed information and maintained clear and concise communication channels. I actively participated in team projects, showcasing my ability to collaborate and work effectively with colleagues. Moreover, I delivered services to customer locations within specified timeframes, ensuring timely and efficient service. As part of my responsibilities, I took charge of handling daily new customer orders, educating them about costs, products, and delivery time, thereby ensuring a smooth and informative onboarding experience for customers.
Virtual Assistant of Pet Transportation Company
Global Pet Peru SAC
05.2021 - 05.2022
- In this position, my primary responsibility was to provide information to clients who were interested in traveling with their pets to other countries. I excelled at creating personalized travel plans, aiming to enhance the customer service experience and ensure client satisfaction. I possessed a strong passion for learning and was committed to continuous improvement, consistently seeking opportunities to expand my knowledge and skills. As a team player, I actively participated in collaborative projects, effectively contributing to team goals. I was proficient in working both independently and as part of a team, adapting to various work environments. Additionally, I quickly learned and adapted to new technologies and software applications, staying up-to- date with the latest tools and platforms. When faced with challenging tasks, I demonstrated a high level of initiative and creativity, finding innovative solutions. I also exhibited flexibility in my working hours, including night shifts, weekends, and holidays, to ensure comprehensive customer support. Leveraging my critical thinking skills, I approached problems by breaking them down, evaluating potential solutions, and making informed decisions.
Receptionist and Assistant in Fronk Desk
Innela Peru SAC
01.2020 - 08.2020
- In this role, I took charge of resolving customer problems and complaints, ensuring their satisfaction and maintaining positive relationships. I warmly greeted a large number of visitors, vendors, and interview candidates, creating a welcoming atmosphere. Additionally, I provided professional and friendly assistance to incoming visitors and customers, offering knowledgeable support. I efficiently managed the central telephone system, answering calls and directing them to the appropriate recipients. To ensure smooth operations, I restocked supplies and placed purchase orders to maintain optimal stock levels. Communication with clients was a crucial aspect of my responsibilities, and I corresponded with them through various channels, including email, telephone, and postal mail. I promptly responded to inquiries from callers seeking information, demonstrating excellent customer service. Handling cash transactions accurately, I maintained detailed sales and payment records. I also confirmed appointments, communicated with clients, and updated client records, ensuring accuracy and organization. Upholding confidentiality was of utmost importance, as I maintained the privacy of both client and company information. Additionally, I upheld the order and cleanliness of the reception area, creating a professional and inviting environment for all visitors.
Desk Receptionist, Counter and Secretary
Imla Peru SAC
07.2018 - 12.2019
- In this position, I effectively managed my time to ensure the completion of all tasks within designated deadlines. I thrived in a fast-paced environment and consistently achieved success while working under tight time constraints. As a team player, I actively participated in collaborative projects, demonstrating my ability to work harmoniously and effectively with colleagues. I possessed strong self-motivation and took personal responsibility for my work, ensuring its quality and timely completion. Within a team setting, I provided valuable support and guidance to my peers. When faced with challenging tasks, I displayed a high level of initiative and creativity, finding innovative solutions. Attention to detail was a key aspect of my work ethic, as I maintained meticulousness in completing assignments. Furthermore, I exhibited a proven ability to learn quickly and adapt to new situations, embracing change with ease. I had a genuine passion for learning and was committed to continuous improvement, consistently seeking opportunities to enhance my knowledge and skills. Throughout my interactions, I demonstrated respect, friendliness, and a willingness to help wherever needed, fostering positive relationships and a supportive work environment.
Zonal Coordinator of National Census of Peru 2017
Inei Peru SAC
09.2017 - 10.2017
- In my role, I showcased my leadership skills by effectively managing projects from their initial concept to successful completion. Utilizing critical thinking, I adeptly analyzed problems, evaluated potential solutions, and made informed decisions. Both my verbal and written communication skills were exceptional, allowing me to convey information clearly and effectively. Through engaging in group projects, I further developed strong communication and organizational skills, ensuring seamless collaboration and project success. When faced with challenging tasks, I consistently demonstrated a high level of initiative and creativity, finding innovative approaches to problem-solving. Additionally, I actively participated in team projects, contributing collaboratively and effectively to achieve shared goals.
Sales Customer Service Operator
MDY Contact Center Peru SAC
09.2017 - 10.2017
- In my volunteer work at local community organizations, I actively contributed to their day-to-day operations, providing valuable assistance. Through my involvement, I demonstrated creativity and resourcefulness by developing innovative solutions to address various challenges. Utilizing my strong analytical and problem-solving skills, I effectively tackled complex situations, generating effective solutions. As a leader, I successfully motivated and inspired others, leveraging my leadership capabilities. Whether working independently or as part of a team, I exhibited proficiency in both settings. I maintained flexibility in my schedule, willingly working night, weekend, and holiday shifts to fulfill organizational needs. Employing critical thinking, I skillfully analyzed problems, evaluated potential solutions, and made well-informed decisions. Furthermore, my excellent communication skills, both verbal and written, enabled me to effectively convey information and ideas. Lastly, I prioritized developing and nurturing courteous and effective working relationships, fostering a positive and collaborative environment.
Sales Customer Service Operator
Call Center Ateneo Peru SAC
02.2017 - 08.2017
- In this role, I consistently and promptly answered a continuous stream of customer calls, minimizing wait times and ensuring timely assistance. I prioritized providing a superior customer experience by addressing their concerns with empathy and resolving problems swiftly. Actively participating in team meetings and training sessions, I remained well-informed about product updates and changes, allowing me to deliver accurate information to customers. I diligently tracked customer service cases and maintained updated customer information in the service software. Additionally, I followed up with customers after resolving their issues, demonstrating a commitment to maintaining high standards of customer service and ensuring their satisfaction.
Education
English Language Expert - English As A Second Language
Instituto Cultural Peruano Norteamericano - ICPNA
Lima, Peru05.2022
High School Diploma -
Santo Domingo De Guzman School
San Juan De Lurigancho, Lima District12.2016
Skills
- Strong empathy
- Customer Relationship Building
- Goal-oriented mindset
- Client Retention Strategies
- CRM software proficiency
- Complaint resolution
- Teamwork and Collaboration
- Understanding Customer Needs
- Calm Under Pressure
- Problem Resolution
- Data Entry
- Product Knowledge
Certification
- English as a Second Language, ICPNA Peru SAC - 2017 until 2022
Languages
Spanish
Native language
English
Proficient
C2
Timeline
Sales Customer Support Specialist
OCC247
07.2023 - 05.2024
Bilingual Customer Service Agent
Staff Boom Peru SAC
05.2023 - 05.2023
Virtual Bilingual Customer Service Agent
Teleperformance Peru SAC
02.2022 - 03.2023
Virtual Bilingual Customer Service Agent
Teleperformance Peru SAC
11.2021 - 01.2022
Pet Shop Virtual Assistant
Global Pet Shop Peru SAC
05.2021 - 05.2022
Virtual Assistant of Pet Transportation Company
Global Pet Peru SAC
05.2021 - 05.2022
Receptionist and Assistant in Fronk Desk
Innela Peru SAC
01.2020 - 08.2020
Desk Receptionist, Counter and Secretary
Imla Peru SAC
07.2018 - 12.2019
Zonal Coordinator of National Census of Peru 2017
Inei Peru SAC
09.2017 - 10.2017
Sales Customer Service Operator
MDY Contact Center Peru SAC
09.2017 - 10.2017
Sales Customer Service Operator
Call Center Ateneo Peru SAC
02.2017 - 08.2017
English Language Expert - English As A Second Language
Instituto Cultural Peruano Norteamericano - ICPNA
High School Diploma -
Santo Domingo De Guzman School
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