Customer Service Representative

JOSMARY GARRIDO

***************@*****.*** **** Coldspring Rd, Carol Stream Illinois

Ph: 786-***-****

PROFESSIONAL PROFILE

Dynamic and dedicated Customer Service Representative with over 3 years of experience in delivering exceptional service. Highly organized and skilled in interpersonal communications, with the ability to work effectively with cross-functional teams to deliver operational and service excellence. Fluent in Spanish and English read and write, Demonstrates advanced analytical and problem-solving skills, and the ability to work independently and self-direct.

WORK EXPERIENCE

Customer Service Representative

Axis Warehouse, Elgin/West Chicago, Illinois

2022-Present

Exceptional Customer Service: Provide outstanding support by addressing inquiries, processing orders, and resolving issues across various communication channels, including phone, email, and live chat.

Effective Complaint Resolution: Address customer complaints and inquiries with personalized solutions, consistently achieving high satisfaction ratings of 6 and 7.

High Interaction Volume Management: Manage an average of 12 customer interactions daily, maintaining a high-resolution rate and exceeding performance metrics. Resolution of customer complaints 90%. AHT under 10 min. CSAT of 4.5.

Team Onboarding and Training: Facilitate the onboarding and training of new team members, enhancing overall productivity and team cohesion.

Escalated Complaint Handling: Resolve escalated complaints with effective solutions while upholding a positive company image.

Trading Analyst

FTMO

2020-2022

-Client Support and Advisory: Provided high-quality customer service to clients, offering insights and recommendations based on market analysis and their trading portfolios.

-Managed client portfolios: Regularly reviewed client portfolios, provided updates and performance reports, and made adjustments to align with client objectives and market conditions.

QA Technician

Compact Industries, St. Charles, Illinois

2018-2020

-Monitored and Evaluated Customer Interactions: Conducted regular reviews of customer interactions across various channels (phone, email, chat) to ensure compliance with established quality standards and protocols.

-Enhanced Customer Satisfaction: Participated in quality control reviews, offering insights into common customer issues and potential solutions.

-Prepared Detailed Reports: Compiled and presented regular QA reports to senior management, highlighting key performance indicators (KPIs), areas of concern, and recommendations for continuous improvement

Production Clerk

Compact Industries, St. Charles, Illinois

2016-2017

-Processed Customer Orders: Entered and verified customer orders in the system, ensuring accuracy and completeness, and coordinated with the production team to prioritize urgent requests.

-Resolved Production Issues: Quickly identified and resolved production-related issues that could impact customer satisfaction, working closely with relevant teams to implement effective solutions.

-Coordinated Production Schedules: Managed and maintained production schedules to ensure timely processing of customer orders, balancing customer service demands with production capabilities.

Inside Sales Engineer – NGV (Natural Gas Vehicular) Specialist

Swagelok, Caracas, Venezuela

2009-2015

-Customer Service & Solutions: Visited customers to deliver high-quality service, identified their needs, and provided tailored product solutions.

-Quotations & Reporting: Developed detailed quotations, sales reports, and product presentations.

-Account Management: Managed a portfolio of customer accounts, providing personalized service, addressing inquiries, and resolving any issues to maintain strong, ongoing relationships.

SOFTWARE

Excel Word Outlook

tmez (Payment, Invoice, Quotes) Microsoft Teams Sphere (WMS)

EDUCATION

Bachelor’s degree in mechanical engineering

Universidad Nacional Experimental del Táchira (UNET), San Cristóbal, Venezuela 2007

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