Jenny Herrera

JENNY HERRERA CUSTOMER SERVICE REPRESENTATIVE - -PROFILE "Organized and detail-oriented Customer Service Representative with over 8 years of experience delivering exceptional customer care, troubleshooting solutions and administrative support in dynamic, fast-paced environments. Proficient in handling customer inquiries, troubleshooting technical issues, and ensuring customer satisfaction across various service channels. Adept at problem-solving and maintaining a positive customer experience. Highly skilled in data analysis and quality assurance to optimize customer interactions. Proven ability to manage multiple tasks, communicate effectively with clients and stakeholders, and deliver exceptional support remotely." EMPLOYMENT HISTORY Customer Service Representative Sitel | Nov 2021 – Dec 2022 • Provided remote customer support via phone, email, and chat, ensuring seamless communication, resolving issues effectively and maintaining a 90% satisfaction rate. • Managed a wide range of inquiries regarding products, services, promotions, and account inquiries achieving a first-call resolution rate of 85%. • Processed payments, placed orders, and handled product-related inquiries, contributing to customer satisfaction and retention. Customer Service Representative – Back Office Ibex | Apr 2021 – Nov 2021 • Handled billing and account-related inquiries via email and phone, ensuring 95% resolution rate within the first contact. • Managed customer orders, payments, and account updates, maintaining accuracy in CRM systems, which contributed to improving operational efficiency by 20%. • Assisted in improving customer satisfaction by providing prompt responses to customer issues and inquiries. Technical Support Representative Concentrix | Apr 2019 – Nov 2019 • Delivered remote technical support, troubleshooting software, hardware, and network issues via phone and email, resolving 85% of issues on the first call. • Guided customers through installations and updates, increasing customer self-sufficiency and reducing repeat calls by 30%. • Documented technical issues and solutions in a CRM tool, ensuring that follow-up actions were carried out within 24 hours. Quality Analyst Sitel | Oct 2016 – Dec 2018 • Monitored customer service calls, ensuring adherence to company policies and service standards, resulting in a 98% compliance rate. • Provided feedback to agents, leading to a 10% improvement in customer satisfaction scores. • Conducted remote calibration meetings and assisted managers with daily metric reports, supporting data-driven performance improvement. Customer Service Representative Sitel | Aug 2011 – Oct 2016 • Provided high-quality customer service support via phone, managing over 50 inquiries daily. • • Managed a variety of inquiries regarding products, services, promotions, plans and technical issues. Processed payments, handled plan changes and applied promotions, contributing to a 15% increase in customer retention. Social Promoter Ministerio de Energia y Minas | Apr 2009 – Dec 2009 • • • Performed accurate data entry by inputting survey data into the database, ensuring completeness and accuracy. Coordinated with community leaders to plan and execute project-related activities, maintaining detailed records of progress. Conducted surveys and facilitated training sessions, ensuring proper documentation of community feedback. Intern Banco de Finanzas | May 2008 – Feb 2009 • • • Managed data entry tasks, updating and maintaining customer information in the database. Conducted outbound calls to customers to verify and update contact information, ensuring database accuracy. Supported data integrity efforts by identifying discrepancies and resolving issues in customer records. EDUCATION Business Administration, Universidad Catolica Redemptoris Mater UNICA Mar 2000 - Nov 2003 Bachelor’s Degree in Business Administration. SKILLS • • • • • • • • • • • Customer Service and Support Data Analysis and Reporting Email, Chat and Phone Support Quality Assurance and Call Monitoring Technical Troubleshooting and Support Payment Processing and Order Management Communication and Active Listening Time Management & Scheduling Remote Communication Tools (Zoom, Slack, Teams) Issue Resolution and Multitasking Customer Satisfaction and Retention