I am a versatile customer service professional with experience in healthcare, banking, and telecommunications environments.
I specialize in resolving critical situations calmly, empathetically, and with a strong focus on providing clear, practical solutions for users.
My background includes direct patient care as a Nursing Assistant, as well as customer support for banking products, mobile banking, telecommunications, internet, and television services.
I am skilled at handling multiple tasks, learning new systems quickly, managing sensitive information, and maintaining service quality under pressure.
I have experience working with performance metrics such as service level, first-contact resolution, customer satisfaction, productivity, and quality standards.
I am committed to delivering a human-centered customer experience through active listening, assertive communication, teamwork, and service orientation.
Provided comprehensive patient care, including vital-sign monitoring, hygiene support, and assistance with clinical procedures while following health and sanitation protocols.
Managed reception and user flow, appointments, medical records, and incident resolution. Delivered assertive and humanized communication to ensure an efficient patient and user experience.
Handled customer inquiries and requirements for banking clients, including mobile banking technical support, account and card incident resolution, and guidance on financial products.
Met service KPIs including Service Level, First Contact Resolution (FCR), and Net Promoter Score (NPS). Maintained confidentiality of sensitive information and resolved issues effectively under pressure.
Provided end-to-end support for telephone, internet, and television service users. Resolved technical incidents, billing questions, and customer retention requests.
Managed multiple service platforms while maintaining quality standards, productivity targets, and customer satisfaction metrics. Turned negative customer experiences into effective solutions through empathetic communication.
High School Diploma, Academic Studies
Completed academic secondary education.
Nursing Assistant, Nursing
Completed training as a Nursing Assistant.
Special Course, Occupational Health and Industrial Safety
Completed a special course in occupational health and industrial safety.
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