Customer Service & Data Analytics Professional

PROFESSIONAL

SUMMARY

Proven problem-solver and fluent

bilingual communicator, adept in data

analytics and customer support,

significantly enhanced customer

loyalty at TTEC. Excelled in high-stress

conflict resolution, contributing to

team success across various roles,

including technical and creative

positions. Achieved notable increases

in efficiency and satisfaction without

compromising quality. Customer

Service Representative bringing

top-notch skills in oral and written

communication, active listening, and

analytical problem-solving skills.

Enhances customer experiences by

employing service-oriented

behaviors, understanding customer

desires, and providing customized

solutions to build loyalty.

EDUCATION

Bachelor of Arts : Graphic Design &

Communications Minor, Puerto Rico,

05/2013

Curry College - Milton, MA

SKILLS

WORK HISTORY

Customer Service Representative, 11/2021 - 11/2023 TTEC - Houston, TX (Remote)

Custom Art Framer/Retail Sales Associate, 09/2017 - 06/2019 MICHAEL'S ART AND SUPPLY - Houston, TX

Survey Data Interviewer, 02/2016 - 05/2017

VOTER CONSUMER RESEARCH, INC. - Houston, TX

GABRIEL DETRES-VILANOVA

Houston, United States 77055 ● 832-***-**** ● ******@*****.*** ● WWW: Bold Profile Fluent Bilingualism Problem-Solving

Data Analytics Customer Service & Support

Data Entry Microsoft Office

Adobe Programs Expert Conflict Resolution

Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

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Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

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Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

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● Responded to customer requests for products, services, and company information. Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

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Conducted regular inspections of completed projects before delivery to ensure quality control standards were met consistently.

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Increased sales revenue by offering a diverse range of high-quality custom framing materials and designs.

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Mentored junior framers by sharing knowledge and expertise in framing techniques, materials, and best practices for achieving high-quality results.

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Implemented inventory management systems to maintain optimal stock levels of framing supplies without overstocking or running out of critical materials.

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Enhanced customer satisfaction by providing personalized art framing solutions tailored to individual preferences.

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● Conducted interviews with participants to assess eligibility. Conducted phone and video interviews to assess candidates based in remote locations.

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Maintained accurate records of interview outcomes, ensuring timely follow-up and feedback to candidates.

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Increased candidate engagement by conducting thorough and personable interviews.

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● Specialized

Utilized behavioral-based interviewing techniques to evaluate candidates' experience and skills.

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● Specialized in Bilingual interview quality control & help. G D

Customer Service Specialist, 03/2014 - 12/2015

XEROX - Guaynabo, PR

Assistant Pet Groomer, 07/2012 - 11/2013

PETCO Animal Supplies Stores Inc. - Palm Bay, FL

Internship Assistant Engineer & DJ, 08/2010 - 05/2012 WMLN Radio Station of Curry College - Milton, MA

Freelance Beta/Alpha Tester, 01/2006 - 05/2008

IAHGames - Granada, Spain

LANGUAGES

Handled escalated calls calmly, finding resolutions that satisfied the company's and the customer's needs.

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Managed high call volume while maintaining a courteous and professional demeanor.

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Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.

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Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.

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Managed inventory of grooming supplies, ensuring timely ordering of necessary products for uninterrupted service delivery.

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Assisted head groomer in efficiently completing daily appointments for improved scheduling and time management.

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Supported coworkers with difficult tasks, contributing to a collaborative and productive team environment.

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Increased efficiency by multitasking duties such as checking clients in while preparing workstations for upcoming appointments.

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Assisted in the development of technical specifications for engineering projects, ensuring accuracy and adherence to established guidelines.

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Contributed to successful project completion by assisting with on-site inspections, testing, and quality control measures.

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Reduced production downtime by troubleshooting equipment failures and implementing preventive maintenance measures.

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● Assisted in development, design, and execution of projects. Ensured compliance with industry standards by rigorously following established testing methodologies and best practices.

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Inspected and Identified critical bugs, and visual glitches through thorough testing processes, enhancing overall product performance.

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Maintained test environment stability by conducting regular maintenance and system upgrades, ensuring accurate testing results.

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Collaborated with development teams to resolve defects and improve the overall stability of applications.

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Spanish: C1

Advanced

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