Diego Mundo
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
5
5
years of professional experience
Work History
Customer Support Specialist
Tonybet
08.2023 - Current
- I deliver timely customer support via chat and email, guiding users through platform usage and efficiently resolving issues using ticketing and tagging systems.
- Management of administrative tasks within Jira ensuring organizational efficiency.
- Proficient in articulating technical concepts, I excel in problem-solving over chat and collaborate effectively with cross-functional teams.
- With advanced Spanish language skills, I excel in communication and boast a broad range of words, facilitating exceptional customer support for the LATAM market.
Bilingual Customer Service Representative
Webhelp
04.2021 - 01.2023
- Backoffice on B2C/B2B Market
- Utilized product knowledge and customer protocols to resolve issues efficiently and reduce wait times through calls.
- C4CS Ticket Handling Process
- Highly focus on customer satisfaction, meeting KPIs on a monthly basis, and first-call resolution on all platforms of contact.
- Handling customer queries and complaints regarding shipments, purchases, and issues via emails and calls.
- Achieved a high customer satisfaction rating for a continuous period of time providing excellent customer service through email.
Salesman
Representaciones HB Santa
01.2021 - 04.2021
- Start-up company where, for a short period, I was in charge of field sales, warehouse, online advertising & expense management.
- Promoted and up-sold products and services to meet needs of customers.
- Showcased product features to customers and discussed technical details to overcome objections and lock in sales.
Bartender
Pardos: An American Bistro
08.2019 - 08.2020
- Adhered to local laws regarding alcoholic beverage services and customer regulations.
- Stocking management to avoid insufficiency and promote quality.
- Increased customer satisfaction by providing excellent service and crafting high-quality cocktails.
- Ability to handle pressure and keep professionalism during rush hours, using my organizational skills to reach the monthly goals.
- Applied knowledge to prepare cocktails and the emblematic beverage "Chicha Morada", according to the recipe.
Complaints Advisor
Atento
02.2019 - 07.2019
- Movistar advisor in charge of the management of inquiries and complaints for Peruvian customers.
- Answered 30+ calls per shift as a part-time advisor, since I focused on first-call resolution.
- Meeting all KPIs on a monthly basis.
Education
Ongoing Studies - Psychology
UTP
Lima, Lima, Peru07.2027
Ongoing Studies - Portuguese-as-a-Second-Language Education
Euroidiomas
Miraflores, Lima, Peru07.2024
Achieved Proficiency - Bartending & Customer Service
CRC-PERU
San Isidro, Lima, Peru03.2021
Accomplished Studies - English-as-a-Second-Language Education
Language Center USMP
Santa Anita, Lima, Peru01.2019
Skills
- Organizational skills
- Analytical and Critical Thinking
- Emotional intelligence
- Quick Learner
- Communication skills
Languages
English
Portuguese
Spanish
Affiliations
- Reading
- Photography
- Meditation
Timeline
Customer Support Specialist
Tonybet
08.2023 - Current
Bilingual Customer Service Representative
Webhelp
04.2021 - 01.2023
Salesman
Representaciones HB Santa
01.2021 - 04.2021
Bartender
Pardos: An American Bistro
08.2019 - 08.2020
Complaints Advisor
Atento
02.2019 - 07.2019
Ongoing Studies - Psychology
UTP
Ongoing Studies - Portuguese-as-a-Second-Language Education
Euroidiomas
Achieved Proficiency - Bartending & Customer Service
CRC-PERU
Accomplished Studies - English-as-a-Second-Language Education
Language Center USMP
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