Customer Service Specialist
I worked from August 2023 to the end of June 2024 in a customer service (fully bilingual) for a company called Concentrix/Encore. I specifically served Capital One, one of the top US banks today. For almost a year, I consistently met met metric expectations and was leading the podium of top performers. I received several awards and bonuses almost every month since I started in production. In addition, I performed quality controls and participated in projects to improve the product we worked with, achieving a remarkable improvement within the group to which I belonged. I was also assigned the responsibility of managing a team of five people for at least three months. In this role, I worked with each of my peers to improve their performance and product metrics to near perfection, demonstrating my leadership and understanding of the product. Finally, in the last few months of my tenure, I received an award for being the best agent, with the best metrics in the group I was in. In this experience, I gained a lot of knowledge about customer service, banking, foreign laws and legal issues, as well as a deep understanding of American culture.
