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Customer Service Representative
Bilingual customer service and technical support specialist with 8+ years resolving issues and improving KPI-driven service.
MexicoCustomer Service Representative at Bee Safe Services
Handled incoming and outgoing calls in English, validated and updated customer data in internal systems, and documented and categorized incidents for tracking and analysis in a high-volume KPI-driven environment.
Bilingual Customer ServicePhone SupportData ValidationKPIsTechnical Support
Managed international customer requests by maintaining records in corporate systems, resolving incidents, and tracking cases while coordinating with internal teams to ensure requests were completed in line with quality and productivity metrics.
Customer SupportIncident ManagementCorporate SystemsInternational Customer ServiceData ManagementCRM
Completed a High School Diploma in the USA.
Data science bootcamp covering data analysis with Python and SQL, machine learning model development, and data cleaning, transformation, and visualization, with collaborative projects using Git/GitHub.
Produced daily and weekly performance reports, monitored KPIs and operational deviations, supported capacity planning, and implemented real-time alerts to improve operational performance.
KPIsperformance reportingWorkforce AnalyticsAlertingCapacity PlanningData AnalysisExcelOperations Planning
Managed and updated customer records, documented and categorized technical incidents, and improved response times by handling tickets efficiently.
Technical Incident DocumentationTicketingCase CategorizationResponse Time ImprovementCRM
Provided phone support to prospective financial-product customers, followed up on loan requests, validated information, and guided customers through the application process while ensuring accurate updates in internal systems.
B2C Customer ServicePhone Intake
Resolved technical issues via phone by assisting with WiFi configuration and password recovery, diagnosing connectivity and speed problems, and performing basic troubleshooting before escalating incidents when needed.
Technical SupportConnectivity DiagnosticsSpeed TroubleshootingTroubleshootingEscalation Management
Profile sourced from Himalayas.