Javier Omar Pineda Sanchez

I am a professional customer service specialist who counts with over three years of experience, awarded as one of the Most Valuable Players of 2016 in the company where I used to work at, I can totally assure you that I can provide a customer service of excellence.

Providing assistance in a timely manner with their questions and issues is the key for satisfying and retaining customers, which turns into growth for your business; I was able to prove that every single day I would communicate with customers, whether it was on a phone call, a live chat, an email or when handling a ticket.

Having worked as a customer service specialist for such a considerable amount of time and through many different channels, has given me the chance to develop the must-have skills to ensure customer satisfaction, no matter the complexity of the customer’s issue or request.

In a daily basis, I would reinforce the skills that I acquired in order to be able to provide a customer service of excellence, here are the ones that I consider the most important and my personal concept of each one:

1.     Empathy: to place yourself in the customer’s shoes.

2.     Patience: to keep your head cold and work at the customer’s pace.

3.     Willingness to help: to assure the customer that you will solve their problem if you are capable of, by using power words and “assurance of help” phrases.

4.     Punctuality: to always be on time.

5.     Promptness: to respond to the customer as quickly as possible, let them know that you are there.

6.     Undivided attention: to stay focused while assisting the customer with their issue.

My job opportunity at a local call center gave me the chance to work as a customer service specialist through various different channels in the course of three years:

1.     Customer Service Over The Phone: worked in the “voice” line of business for eight months, providing excellent customer service when customers would call in to have a problem resolved, make a payment or even ask a basic question.

2.     Customer Service On Live Chat: worked in the “customer chat” line of business for one year and a half, providing excellent customer service when customers would start a live chat session, whether it was on the company’s website or the phone app, solving their issues and answering their questions in a timely manner (response time was really important), taking two chats at a time when there was a high volume of customers.

3.     Technical Support On Live Chat: worked in the “dealer chat” line of business for nine months, assisting coworkers who needed help when assisting customers in person at retail stores of the company that I worked for.

At the same time, when needed, I would occasionally provide customer service through email and ticket follow ups.

It is of my highest interest to help you provide an excellent service for your customers, because just like in any business, the customer is the most important person.

Thank you sincerely.