Carlos Montanez
Lima
Summary
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.
Overview
9
9
years of professional experience
Work History
English Teacher
Online
02.2016 - Current
- Maintained schedule of appointments and worked up to 25 hours each week
- Worked with students between ages 3 to 15 on grammar, pronunciation and sentence construction
- Utilized multimedia strategies and technology to convey information in fresh and interesting ways.
English Tutor
Fluent English
11.2015 - 11.2021
- Assessed student needs and created appropriate lesson plans
- Stressed importance of good study habits and developed homework schedules, encouraging students to create personalized study plans
- Maintained notes on student progress
- Met with students and discussed educational goals and expectations to initiate success strategies
- Taught students study techniques and strategies for handling grammar and composition tests in calm manner.
Customer Service Rep
Vrbo/ Airbnb - Teleperformance
01.2022 - 06.2024
- Respond to and resolve an average of 50 daily inquiries from travelers and homeowners, ensuring accurate and timely information
- Enter customer's issues in Salesforce, every call had to be documented in detail and recorded solutions offered to the client
- Promoted high customer satisfaction rates of 90% with monthly bonuses based on performance
- Common issues, were basic troubleshooting with the account, inquiries regarding taxes, claims, processing payments, etc.
- 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.
Education
Bachelor of Arts - Education
University Of Georgia
Atlanta Georgia06.2014
Timeline
Customer Service Rep
Vrbo/ Airbnb - Teleperformance
01.2022 - 06.2024
English Teacher
Online
02.2016 - Current
English Tutor
Fluent English
11.2015 - 11.2021
Bachelor of Arts - Education
University Of Georgia
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