Av. La Piedad, Col. La Piedad, No .28 • Cuautitlán Izcalli • email@example.com • Phone: +52 5538770320
UNIVERSIDAD NACIONAL AUTÓNOMA DE MÉXICO (UNAM) Facultad de Estudios Superiores Iztacala
Bachelor’s Degree in Psychology In-Progress
SCOTIABANK: Customer Service Representative September, 2022 – August 2023 Cuautitlán Izcalli, Edo. Mex.
· Expertly addressed a wide range of customer inquiries, demonstrating a deep understanding of banking products, services, and processes, including debit, credit, savings, and loans.
· Leveraged technical proficiency to troubleshoot and resolve issues related to the mobile app, website, and banking platforms, ensuring seamless customer experiences.
· Proficiently utilized ITM systems, including AS400 and Scotiabank’s CCP platform, alongside essential office software such as Microsoft Teams, Excel, and Word.
· Excelled in a team-oriented environment, actively collaborating with colleagues to exchange knowledge, provide mutual support, and contribute to overall team success.
· Employed conflict resolution techniques and a patient, approachable demeanor to handle complex customer problems effectively, and referred cases to specialized departments when necessary.
· Demonstrated strong organizational skills by maintaining comprehensive records of ongoing cases and promptly updating management on developments.
· Fostered collaboration between the contact center and other bank departments, ensuring seamless communication and the efficient resolution of customer issues.
SKILLS BASED IN EXPERIENCE
Microsoft Teams, Excel and Word
English B2 level
Proficient in leveraging computer systems and software applications to streamline processes, troubleshoot technical issues, and enhance overall efficiency. Adept at navigating a variety of IT platforms and tools to achieve optimal results.