Results-driven professional with a talent for problem solving, applying logical and creative approaches to implement effective solutions. A considerate and compassionate individual with excellent interpersonal and communication skills. A quick learner who has been consistently cited for the ability to adapt easily to advances in technology.

CONCENTRIX NISSAN NORTH AMERICA, HAMILTON, ON 2021-PRESENT

Customer Services Representative Advisor I (BI-Lingual Spanish/English)

Interface with customers via inbound calls, outbound calls or through the internet

Work alongside various internal departments to ensure customer needs are met

Work to effectively resolve customer issues and build value with Nissan and Infiniti Connective Services

Quickly and effectively resolving any issues that the customer is facing, resolving such issues independently and with integrity

Exceeding monthly department quality targets.

Demonstrates integrity and courtesy with all aspects of dealings with customers showing empathy and being proactive to the customers concerns

Resolves billing inquiries and discrepancies and issuing any credits following the companies’ guidelines

MG CHEMICALS, BURLINGTON, ON 2019-2021

• Facilitating in the manufacturing of electronic components using robotic and manual manufacturing techniques, consistently achieving or exceeding production targets and collaborated with the research team to develop and implement new ideas

• Collaborated with other engineering departments and production team to schedule, plan and execute to a successful completion

• Performing quality control checks on manufactured components while performing 5S checks and following Kanban workflow management.

• Responsible for 5S ideas and implementation in the FKS laboratory

• Monitor process performance, participate in Continuous Improvement Process (CIP) and support the MRB process to investigate and resolve discrepancies.

• Provided induction for new contractors and clients about the payroll and billing processes and trained colleagues on the new updates in the system and changes the in processes along with resolving inquiries related to payroll and billing as soon as possible

• Implemented improvements suggested to Executive and Senior management to improve the billing process and ensured payroll transactions are processed timely with accuracy and volunteered with continuous process improvement team

SKILLS

Planning and organization skills to effectively manage time, with the ability to manage stress and maintain performance under pressure

Exceptional interpersonal skills, with a focus on relationship-building and listening skills.

Excellent analytical, investigative, and critical thinking skills

Ability to write and submit accurate records in compliance with company protocols

Superb written and verbal communication skills, Proven leadership experience

Excellent computer literacy and demonstrated ability to learn new software, Intermediate working knowledge of MS Excel, Word, Power Point, SAP, and Outlook

Experience working rotating shifts, including overnights and weekends

Demonstrated ability to work independently or in a team environment to support the completion of team goals

EDUCATION

La Inmaculada Catholic High School MEDELLIN, COLOMBIA 1998

High School diploma

Cover Letter:

Dear Sir or Madam:

Please find attached a resume in support of my application for Retention Specialist. JR1482

For the past 2+ YEARS, I’ve been employed at Concentrix for Nissan North America in a call center environment. I have strong communication and negotiation skills. I am also very detailed oriented and can troubleshoot any customer issues and resolve problems independently. I have a great customer service attitude with working knowledge of windows environment with data entry skills. I have experience working different shifts throughout the work week, including days, evenings and weekends.

I can work efficiently under stress and make appropriate decisions in a fast-paced environment.

I consider myself to be a constructive team player and I always maintain a professional and courteous attitude towards colleagues and to the public. I can also be relied on to protect confidential information.

I hope that my background, and previous experience, will convince you that I am a solid candidate for this opportunity.

Sincerely,

Johana Mendoza Carmona

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