HECTOR CLARK
Santiago de los Caballeros, Dominican Republic.-, -.
PROFESSIONAL SUMMARY
Use my skills and abilities to successfully perform my professional and personal tasks and thus
help the people I work with to achieve their goals, so that they can visualize a future that is not
only better but also accessible.
Hardworking Customer Service and Support bringing 9 years of experience meeting customer
needs via telecommuting roles and call centers in high call volume environment. Skilled in
listening to customer, meeting productivity targets and maintaining current knowledge of company
offerings. Offering empathy, reliability and enthusiasm for satisfying customers.
Friendly and professional customer service and support expert with strong background working to
accomplish customer needs. Motivated professional capable of building productive relationships,
resolving complex issues and winning customer loyalty.
Computer-savvy with unparalleled skills in customer relations, task prioritization and time
management. Motivated to address concerns head-on, develop proactive solutions and
implement corrections with efficiency.
SKILLS
•
Creative and Strong problem-solving skills.
•
Strong time management/multi-tasking skills in a virtual environment and call centers.
•
Used to working remotely and highly organized in communicating with teams.
•
Exceptional verbal and written communication abilities. (Bilingual English/Spanish.)
•
International Sales Support/Representative.
•
Strategic Prospecting Skills, Rapport Building on the Call, Active Listening, Gaining
Commitment.
•
Fast, accurate data entry skills. MS Office proficiency. Computer proficient.
•
Experience working in the health care industry.
•
Excellent Customer service, Sales, Technical Support, Retention and Education skills.
•
Very strong attention to detail and listening skills.
•
Deliver extraordinary service on inbound and outbound calls in a fast-paced, structured
customer care environment.
•
Experience with customer support in Saas.
•
Team work skills (Self-control, service oriented, proactive, innovative, creative.)
•
Strong Analytical capacity, Research skills, Love doing things efficiently. Ability to work
under pressure.
•
Experience with CRM (Customer relationship management) software (ZenDesk,
Salesforce, Back Office, Incontact, LiveAgent.)
•
Exceptional listening, questioning and technical troubleshooting techniques.
•
High level of autonomy, self-motivation and ethical self-management.
PROFESSIONAL EXPERIENCE
Great HealthWorks
Customer Service // Fort Lauderdale, FL // October 2014 to August 2019.
•
Provide excellent customer care by responding to requests, assisting with product
selection and handling ordering functions.
•
Work with management to propose and implement proactive customer service solutions.
•
Provide elevated customer experience to generate loyalty.
•
Ensure customers receive an outstanding service to not only maintain but to extend
relationship for future business opportunities.
•
Promote customer loyalty by delivering exceptional service to handle questions,
complaints and issues.
•
Operate in dynamic, high-volume environments to provide skilled assistance to customer
each day.
•
Answered average (150) calls, emails per day, addressing customer inquiries, solving
problems ad providing new product information.
•
Ensure superior customer experience by addressing customer concerns, demonstrating
empathy and resolving problems swiftly.
•
Deliver exceptional customer service to every customer by leveraging extensive
knowledge of products and services and creating welcoming, positive experiences.
•
Assist customers by listening closely, finding solutions to problems and making
recommendations based on extensive product knowledge.
•
Investigate and resolve customer inquiries and complaints quickly.
•
Respond to customer requests for products, services and information with
resourcefulness, skill and advanced use of internal knowledge bases.
•
Support customer needs by fielding diverse questions about issues such as available
merchandise, current prices and upcoming company changes.
•
Maintain strong reputation of efficiency and accuracy, earning numerous
recommendations from satisfied customers.
•
Achieve top performance by strategically adapting to rapidly changing, competitive
environment.
•
Perform data entry (CRM Software) to record call notes, suggestions and questions.
•
Learn and maintain in-depth understanding of product information, providing
knowledgeable responses to diverse questions.
SITEL Nicaragua
Customer Service and Support // Managua // January 2010 to June 2014.
•
Polished, professional customer service rep for different Campaigns such as MoneyGram, Cricket, AT&T, Cable One, Sudden-link, Comcast, Charter, Time Warner Cable.
•
Support and provide superior service via phones, emails and faxes as a receiver and
caller.
•
Became the lead Go-to person for new reps and particularly challenging calls as one of
the company's primary mentors/trainers of both new and established employees.
•
Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense
customer focus and dependability in performance evaluations.
•
Completed voluntary customer service training to learn ways to enhance customer
satisfaction and improve productivity.
EDUCATION
•
Business Administration. UNAN-LEON, Universidad Nacional Autonoma de
Nicaragua // Leon.
•
High School Diploma. La Salle School.
