Luis Ochoa
Stephens
Summary
Proficient Call Center Representative with extensive experience in customer support and call management. Specialized in utilizing call center software to enhance operational efficiency, achieving reduced average call handling time and increased customer satisfaction. Proven ability to collaborate effectively within teams to deliver optimal solutions for customer inquiries.
Overview
16
16
years of professional experience
Work History
Call Center Representative
The Concierge Contact Center
11.2014 - Current
- Managed high-volume inbound calls, ensuring customer satisfaction and timely resolution of inquiries.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
Call Center Phone Representative
Dial America
01.2010 - 12.2012
- Resolved customer inquiries, enhancing satisfaction and loyalty through effective solutions.
- Logged customer interactions using call center software for efficient tracking.
- Collaborated with team members to boost response times and customer satisfaction rates.
- Adapted quickly to new procedures, ensuring compliance with company policies.
- Engaged customers through active listening, providing tailored solutions to their needs.
- Fostered a positive work environment by promoting teamwork and communication skills.
Education
High School Diploma -
Clarke Central High School
Athens05-2010
Skills
- Problem-solving skills
- Customer support
- Data entry
- Customer service
- Call center customer service
- Verbal and written communication
- Inbound phone calls
- Call control
- Answering questions
- Appointment scheduling
- Gathering information
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Call Center Representative
The Concierge Contact Center
11.2014 - Current
Call Center Phone Representative
Dial America
01.2010 - 12.2012
High School Diploma -
Clarke Central High School