MARIA JOSE YAÑEZ ALVARADO
Perú
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Service Representative
WEBHELP
06.2023 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Customer Care Representative
TELEPERFORMANCE
07.2022 - 03.2023
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Navigated multiple computer systems and applications to find information.
- Communicated with clients regarding account services, statements, and balances.
- Logged call information and solutions provided into internal database.
- Resolved concerns with products or services to help with retention and drive sales.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Government Intern
CONGRESS OF THE REPUBLIC OF PERU
11.2021 - 05.2022
- Helped with research assignments, presentation design and various administrative tasks.
- Organized preparation and production of both internal and public-facing documents and correspondence.
- Tracked local and regional activity in areas such as economy, employment statistics and industry trends.
- Gathered and coordinated materials necessary for transactions.
- Followed detailed directions from management to complete daily paperwork and computer data entry.
- Volunteered to help with special projects of varying degrees of complexity.
Secretary
TRANSLIMA SA
05.2018 - 11.2021
- Answered multi-line phone system and enthusiastically greeted callers.
- Scheduled appointments and conducted follow-up calls to clients.
- Maintained daily report documents, memos and invoices.
- Maintained office supplies inventory by checking stock and ordering new supplies.
- Entered data into system and updated customer contacts with information to keep records current.
- Created and updated records and files to maintain document compliance.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Handled daily scheduling tasks and provided administrative support for entire department.
- Updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Drafted agendas, recorded minutes and generated documents to facilitate meetings.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Assisted coworkers and staff members with special tasks on daily basis.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Completed forms, reports, logs and records to quickly handle all documentation for human resources.
Education
No Degree - Administration And International Business
UNIVERSIDAD PRIVADA DEL NORTE
Chorrillos, Lima, Perú07.2024
High School Diploma -
SAINT PATRICK´S SCHOOL
Chorrillos, Lima, Perú12.2014
Skills
- Sales Report Generation
- Blackbaud the Raiser's Edge
- Oracle EnterpriseOne
- Grammar
- Overseeing Daily Activities
- Government Policy
- Smart Goals
- Collaborative Environments
- Service Level Agreements
- Pollution Prevention
- Client Support
- Call Center Operations
- Job Assignments
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Supervised team of 16 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Languages
Spanish
Native language
English
Advanced
C1
Portuguese
Upper intermediate
B2
French
Elementary
A2
Certification
- Certified by Cibertec,
Timeline
Customer Service Representative
WEBHELP
06.2023 - Current
Customer Care Representative
TELEPERFORMANCE
07.2022 - 03.2023
Government Intern
CONGRESS OF THE REPUBLIC OF PERU
11.2021 - 05.2022
Secretary
TRANSLIMA SA
05.2018 - 11.2021
No Degree - Administration And International Business
UNIVERSIDAD PRIVADA DEL NORTE
High School Diploma -
SAINT PATRICK´S SCHOOL
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