Contact Center Agent

I am organized, flexible, methodical and with a very positive attitude. I have extensive experience in customer service, both online and in person. I worked for several years in contact center positions. I also carried out administrative, purchasing and booking management tasks. I worked in the food, telecommunications, tourism, banking and health sectors.

In order to handle difficult customers I keep calm, listen to them carefully and focus on the customer's worries. Then I briefly rephrase their problems, explain what I can do for them and assure I will do everything in my hand to help them. If they are aggressive I don't take it personally.
I take control and mark a clear path to resolve their situation. I also set the limits of what is in my hands to solve and what is not, making suggestions about what they can do next. Most of the time clients end up thanking me for being helpful.

My personality is conciliatory, I am a mediator by nature. I am patient and have skills for active listening and creative conflict resolution.