Customer Experience Client Service

Jacob Gomez

New York, NY **************@*****.*** 347-***-**** LinkedIn

PROFESSIONAL SUMMARY

Bilingual (English/Spanish) Customer Experience Specialist with 10+ years of experience delivering exceptional support in high-volume, fast-paced environments. Proven ability to analyze, resolve, and report on customer inquiries across multiple channels, including phone, email, and CRM systems. Adept in Zendesk and Freshdesk, with a track record of improving customer satisfaction, streamlining processes, and collaborating with cross-functional teams. Strong communication, analytical, and problem-solving skills, with a commitment to enhancing customer experiences and operational efficiency.

WORK EXPERIENCE

Sotheby’s Inc New York, NY

Client Service Lead Jan 2018 - Jan 2025

● Efficiently managed 70+ daily phone and email inquiries, providing timely and professional responses, resulting in a 95% positive customer feedback rating and a 10% decrease in customer complaints.

● Managed high volume of customer inquiries via phone and email, providing timely and professional responses and proactively escalating complex issues to relevant departments.

● Partnered with the shipping coordinator to resolve complex logistics issues, ensuring timely and efficient delivery of products. Contributed to process improvements that reduced shipping delays.

● Directed and mentored a team of 4 customer service representatives, consistently exceeding customer satisfaction targets by 15% through proactive problem-solving and personalized service.

● Maintained accurate and up-to-date records in tracking systems, ensuring data integrity and facilitating efficient reporting.

Viyet New York, NY

Client Relations Associate Feb 2017 - Jan 2018

● Proactively addressed and resolved 70+ daily customer inquiries, demonstrating strong problem-solving skills and reducing customer frustration.

● Streamlined the processing of returns, refunds, and cancellations, adhering to company policies and minimizing customer dissatisfaction. Implemented clear communication strategies to explain return policies, reducing customer confusion.

● Identified recurring issues and collaborated with other departments to implement solutions, improving overall customer experience.

EDUCATION

CUNY York College Queens, NY

Bachelor’s of Science, Marketing Cumulative GPA 3.4 SKILLS

Communication: Strong verbal and written communication skills, conflict resolution, empathy Record Keeping CRM Skills:Zendesk, Freshdesk Problem-Solving Fluent in English & Spanish Microsoft Applications: Proficient in all Microsoft applications SLA Compliance & Reporting Remote Work & Self-Motivation Attention to detail

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