Tania Madriz

TANIA MADRIZ KM.16.5 Carretera a Masaya, Urbanización Llamas del Bosque, Casa--Nicaragua ID number or Residence ID Number I am an enthusiastic, reliable, and hardworking individual who has over 9 years of experience providing professional, efficient, and high-quality service to various call center companies. I am skilled in communicating with clients over the phone, email, chat, and social media channels. For the latter part of 3 years, I've also been in charge of CEO Drafts in which I perform callbacks for Customer Retention and Service Recovery. I am eager to learn and to use new tools to get the job done well. EDUCATION High School Diploma | High-School 1999 --- 2003 MASAYA, NICARAGUA Licentiate Degree | UNAN - Managua 2008 --- 2018 MANAGUA, NICARAGUA Intensive English Course | Saint Michael's College JANUARY 2010 --- MARCH 2010 BURLINGTON, VT, USA WORK EXPERIENCE Customer Service Representative | SITEL - Nicaragua OCTOBER 2011 --- SEPTEMBER 2013 LOCATED IN: MANAGUA, NICARAGUA Interacting daily with customers via email to answer questions and address any concerns. Processing returns, exchanges and refunds. Escalating to other departments when needed via online tickets. Customer Service Representative | SITEL - Nicaragua NOVEMBER 2014 --- JULY 2017 LOCATED IN: MANAGUA, NICARAGUA Customer service via phone, tasks included: placing orders, answering questions, cancelling orders, taking payment information and other pertinent data such as address and phone numbers. Providing information regarding status of the orders and transferring customers to another department as needed. Interacting daily with customers via Chat to answer questions and address any concerns regarding products available on the website, or regarding their orders. Processing returns, exchanges and refunds. Escalating to other departments when needed via online tickets. Besides, I also worked in back office area approving refunds and returns and calling customers to provide a resolution regarding their cases. Briefly describe your responsibilities throughout this job. Executive Escalations Specialist | REMITLY - Nicaragua JULY 2017 --- NOVEMBER 2020 LOCATED IN: MANAGUA, NICARAGUA My tasks included: - reviewing customers’ accounts and transactions to ensure everything is correct - correction of errors on transactions with customer authorization - interacting with customers to provide accurate and updated information regarding their recent account activity - Interacting with partners and other departments to gather updated information regarding recent errors on transactions - Interacting with customers via phone (callbacks), email, chat, and social media 2