Octavio Chavez Orduño Email & Phone Number

As a moderator, my responsibilities include providing customer support through various channels, such as email, chat, tickets, inbound/outbound phone calls, and video and chat moderation. Some of my key duties include:• Answering inbound/outbound phone calls from customers, using Zendesk or other client tools. • Helping customers identify the guidelines and steps they need to take to resolve issues, checking on order status, and discussing product information. • De-escalating… Show more As a moderator, my responsibilities include providing customer support through various channels, such as email, chat, tickets, inbound/outbound phone calls, and video and chat moderation. Some of my key duties include:• Answering inbound/outbound phone calls from customers, using Zendesk or other client tools. • Helping customers identify the guidelines and steps they need to take to resolve issues, checking on order status, and discussing product information. • De-escalating customers' concerns by displaying empathy and understanding. • Following up through chat/email and maintaining communication until customers are satisfied with the resolution, or all options to resolve the issue have been exhausted. • Identifying whether an inquiry needs to be escalated to superiors or if additional follow-up is needed. • Clarifying billing/sales information, confirming product status, and providing further information if customers are interested in learning more about the services offered. • Conducting video moderation to ensure adherence to company policies and maintaining a secure platform. • Assisting with inquiries related to chat bans or suspensions.I have been working with ModSquad since December 2017 and am still actively involved in the company. My experience with the company has helped me gain a wealth of knowledge in customer support and has allowed me to develop strong communication, problem-solving, and multitasking skills. Show less

Hermosillo, Sonora, México

Customer Support for multi-national e-commerce business

Hermosillo, Sonora, Mexico

Payments department, soft collections specialist for cable, telephone and internet services.• Communicate with customers who have overdue accounts or outstanding debts• Make outbound calls to discuss outstanding balances and negotiate payment arrangements• Maintain a professional and empathetic demeanor while understanding customers' financial situations• Offer suitable solutions to help customers resolve their debts• Accurately document all interactions and payment… Show more Payments department, soft collections specialist for cable, telephone and internet services.• Communicate with customers who have overdue accounts or outstanding debts• Make outbound calls to discuss outstanding balances and negotiate payment arrangements• Maintain a professional and empathetic demeanor while understanding customers' financial situations• Offer suitable solutions to help customers resolve their debts• Accurately document all interactions and payment agreements in the company's database• Follow guidelines and regulations related to debt collection practices• Find feasible solutions to address customers' debts, such as government assistance, or installment plans. Show less

Mexico

Assist with Reservations

Hermosillo, Sonora, México

Sales representative for website and digital marketing solutions for small business owners, SEO, SEM, Facebook and Google Ads

Hermosillo, Sonora, México

E-commerce business, comparison shopping, digital marketing and website services, product brokerage, health and nutrition, weight loss, and worked in multiple other industries.• Represent exclusive product lines in several industries, including health and nutrition, beauty and skin care, weight loss, jewelry, home and garden, and digital marketing services for small businesses.• Create social media content, videos, live presentations, and in-person meetings to promote products and… Show more E-commerce business, comparison shopping, digital marketing and website services, product brokerage, health and nutrition, weight loss, and worked in multiple other industries.• Represent exclusive product lines in several industries, including health and nutrition, beauty and skin care, weight loss, jewelry, home and garden, and digital marketing services for small businesses.• Create social media content, videos, live presentations, and in-person meetings to promote products and services in both English and Spanish.• Continuously train in sales, personal development, and marketing with experienced trainers based in the US.• Part of an accountability team led by the executive sales vice president.• Collaborate with small business owners to create e-commerce solutions they can offer to their customers. Show less

Hermosillo, Sonora, Mexico

• Coached agents using sandwich method, Socratic Method, SMART goals, and followed up accordingly.• Utilized KPI reports to identify calls in recording software, transcribing calls to target and correct behaviors affecting specific performance indicators.• Possessed exceptional listening and analytic skills during coaching.• Uploaded findings and observations into forms used by quality coordinator to determine corrective actions.• Verified that procedures and business rules were… Show more • Coached agents using sandwich method, Socratic Method, SMART goals, and followed up accordingly.• Utilized KPI reports to identify calls in recording software, transcribing calls to target and correct behaviors affecting specific performance indicators.• Possessed exceptional listening and analytic skills during coaching.• Uploaded findings and observations into forms used by quality coordinator to determine corrective actions.• Verified that procedures and business rules were followed in the closing of a sale with professionalism and integrity. Show less

Hermosillo Area, Mexico

• Provided outstanding customer service by answering inquiries and addressing concerns regarding billing and payments.• Assisted customers calling in with expiring contracts and discuss options and renew their rates, resulting in increased customer retention.• Upsold and cross-sold additional services to customers such as surge protection and ID theft protection, consistently meeting or exceeding monthly sales targets.• Demonstrated strong problem-solving skills by identifying and… Show more • Provided outstanding customer service by answering inquiries and addressing concerns regarding billing and payments.• Assisted customers calling in with expiring contracts and discuss options and renew their rates, resulting in increased customer retention.• Upsold and cross-sold additional services to customers such as surge protection and ID theft protection, consistently meeting or exceeding monthly sales targets.• Demonstrated strong problem-solving skills by identifying and resolving issues or escalating calls to the appropriate department for resolution. Show less

Phoenix, Arizona, United States

Collections Representative in Spanish department