Languages
Victoria Isabel Salgado Coello
Supervisor Support & Senior Customer Service Representative
Tegucigalpa
Summary
Dynamic professional excelling in customer service, production monitoring, performance tracking and call center operations. Skilled in data analysis and employee evaluation, I enhanced customer satisfaction through effective conflict resolution and service improvements. Recognized for mentoring junior staff and consistently exceeding performance metrics, and driving loyalty.
Overview
3
3
years of professional experience
4
4
Languages
Work History
Supervisor Support
Intelsat
04.2023 - Current
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Analyzed performance metrics, gathering customer feedback, and driving service improvements.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
- Ability to manage queues, handle escalations, and monitor key performance indicators (KPIs) to ensure optimal service delivery.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Managed back office projects provided directly by the client.
Customer Service Representative I
Intelsat
10.2021 - 04.2023
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Education
High School Diploma -
Saint John’s School
Tegucigalpa, Honduras 05.2001 -
Middle School -
Eagle Wings School
Tegucigalpa, Honduras 05.2001 -
Elementary School -
Eagles Nest Educational School
Tegucigalpa, Honduras 05.2001 -
Skills
Production monitoring
Quality control
Data Analysis & Reporting
Employee evaluation
Account management
Customer service expertise
Volunteering
International Youth Fellowship (IYF)
2019-Present
~Social Media Management.
~Translations for the IYF Online World Camp 2021.
~Leader of the international volunteer groups for the GNC program.
~Teacher at the IYF Online World Camp for 2 consecutive years.
~Staff Volunteer at the IYF In-Person World Camp 2020.
~ English teacher for IYF Academies in Tegucigalpa's office.
~Part of the promotion and flyer distribution team for the 2023 Bogota, Colombia World Camp.
~Part of the promotion and flyer distribution team for the 2024 Lima, Peru World Camp.
Interests
Dancing
Traveling
Timeline
Supervisor Support
Intelsat
04.2023 - Current
Customer Service Representative I
Intelsat
10.2021 - 04.2023
High School Diploma -
Saint John’s School
05.2001 -
Middle School -
Eagle Wings School
05.2001 -
Elementary School -
Eagles Nest Educational School
05.2001 -
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