Jacob Del Valle
Summary
In applying for this position I will be utilizing knowledge I have acquired for 11 years as a Customer Sales & Service Representative, Ace Callback Agent & Manager in 60. Through the position listed I have acquired in-depth and diverse knowledge about the field that I can fully utilize in this new position. My extensive experience on small & large projects, Fully Bilingual Skills, will enable me to bring a full range of skills to the position advertised.
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
17
17
years of professional experience
Work History
Customer Sales & Service
Liberty
966 San Robert St
11.2020 - Current
Customer Service Representative
Liberty
San Juan
11.2020 - Current
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Resolved customer complaints promptly and efficiently.
- Provided exceptional customer service to ensure customer satisfaction.
- Conducted regular follow-up calls with customers after resolving their issues.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Identified opportunities for upselling additional products or services based on customer needs.
- Answered customer inquiries via phone, email, and chat.
- Developed positive relationships with customers through friendly interactions.
- Provided excellent customer service to resolve customer complaints in a timely manner.
Customer Care Representative
At&t
Guaynabo
04.2013 - 11.2020
- Handle customer inquiries, provide orientation of products and services.
- Effectively use multiple systems to identify and communicate products that meet the customer's needs, and resolve the customer's problem in a productive manner.
- Assist Co Workers with questions, Policy's and Assist with Escalated Calls when needed, Enforce company policy & goals.
- Retain customers bye resolving issues (Ace Callback) to ensure customer satisfaction.
- Resolve customer complaints via phone, email, mail, or social media.
- Use telephones to reach out to customers and verify account information.
- Greet customers warmly and ascertain problem or reason for calling.
- Assist with placement of orders, refunds, or exchanges.
- Set up new customer's accounts.
- Process orders, forms, applications and request.
- Direct request and unresolved issues to designated resource.
- Record details of actions taken.
- Prepare and distribute customer activity reports.
- Escalated unresolved issues requiring further investigation or specialized expertise.
- Answered customer inquiries over the phone and via email.
- Processed orders accurately and efficiently according to established procedures.
- Ensured compliance with company policies regarding privacy laws and data protection regulations.
- Resolved customer complaints promptly and professionally.
- Delivered customer support to high call load each shift.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Promptly responded to customer inquiries and resolved complaints to promote loyalty.
Customer Care Representative
ATENTO PR
Caguas
01.2009 - 01.2013
- Resolve customer complaints via phone, email, mail, or social media.
- Use telephones to reach out to customers and verify account information.
- Greet customers warmly and ascertain problem or reason for calling.
- Assist with placement of orders, refunds, or exchanges.
- Retain unhappy customers.
- Follow up with customer interactions.
- Record details of inquiries, comments & complaints.
- Communicate and coordinate with internal departments.
- Provide feedback on the efficiency of the customer service process.
Education
High School -
Antonio S Pedreira
Caguas, Caguas05.1993
Skills
- Intermediate
- Customer service
- Conflict resolution
- Data entry
- Customer relationship management
- Sales support
- Product knowledge
- Follow-up communication
- Team collaboration
- Attention to detail
- Problem solving
- Effective communication
- Adaptability
- Dependable and responsible
- Computer skills
- Leadership
- Friendly, positive attitude
- Quality assurance
- Troubleshooting
- Networking
- Critical thinking
- Calm under pressure
Languages
Fluent, Fluent
Hobbies and Interests
- Traveling
- Blogging
- Movies and Video Games
- Forums and Web browsing
Languages
English
First Language
Spanish
Advanced
C1
Timeline
Customer Sales & Service
Liberty
11.2020 - Current
Customer Service Representative
Liberty
11.2020 - Current
Customer Care Representative
At&t
04.2013 - 11.2020
Customer Care Representative
ATENTO PR
01.2009 - 01.2013
High School -
Antonio S Pedreira