Gabriela Fuentes
Las Piedras
Summary
Dedicated and results-driven Call Center Team Lead with over ten years of experience in Customer Service fast-paced environments. Proven expertise on exceptional customer service, billing inquires, retention and technical support. Skilled in conflict resolution, team motivation, and leadership.
Overview
12
12
years of professional experience
Work History
AT&T / Liberty Business
Liberty Movil
San Juan, Puerto Rico
06.2014 - Current
- Assist managers and their teams in achieving daily objectives.
- Temporarily assume responsibilities for the Technical Support, Inbound and BackOffice Supervisors during their absence.
- Evaluate billing disputes and apply corrections.
- Audit and finalize account adjustments.
Claro Internet
Claro Puerto Rico
Fajardo, Puerto Rico
05.2013 - 06.2014
- Engaged with customers to understand their needs and recommend appropriate products.
- Actively promoted and demonstrated products to potential customers.
- Worked collaboratively with the sales team to meet and exceed daily and weekly sales targets.
- Maintained accurate sales records and provided reports on promotional activities.
Education
Bachelor of Science - Social Sciences
Universidad Interamericana De Puerto Rico
Fajardo, Puerto Rico 06-2013
Skills
- Ensuring high-quality service delivery while maintaining customer satisfaction
- Ability to quickly analyze issues and implement solutions to enhance team performance and customer satisfaction
- Adapting to changing workflows, technologies, and customer expectations
- Prioritize tasks and managing time efficiently in a fast-paced environment
- Familiarity with call center software, CRM tools, and other relevant systems
Languages
Spanish
Native language
English
Advanced
C1
Timeline
AT&T / Liberty Business
Liberty Movil
06.2014 - Current
Claro Internet
Claro Puerto Rico
05.2013 - 06.2014
Bachelor of Science - Social Sciences
Universidad Interamericana De Puerto Rico
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