Christian Alberto Pinto Cardenas

CHRISTIAN ALBERTO PINTO CARDENAS Del Juan José Rodriguez 300 metros al Sur 100 al Oeste, Jinotepe, Carazo 45000 •- •-https://www.Upwork.com/o/profiles/users/_~0182c829a07827e405/ • https://www.linkedin.com/in/christian-Cardenas-b/ Professional Summary With 7 years of customer service experience and other positions like sales, technical support, data entry, and virtual assistant. I have diversified my skill set to adapt to any environment. I have been rated as a top freelancer on Upwork. I have been able to satisfy and enhance customer service experience by raising customer satisfaction scores and phone interactions. It is a top priority for me to offer reliability, consistency, and results. I am a fast learner with the eagerness to learn and develop new skills to give ideal outcomes. I embrace new challenges and experiences provided to me because I never stop growing. Skills Creative problem solver Excellent written and verbal communication skills. Quick learner Attentiveness Able to Operate Under Pressure and Efficient Active listener Capable of translating Spanish to English and vice versa. The use of positive language Determined & confident Able to Build Relationships Customer service expert Strong client relations MS Windows proficient Great troubleshooter Computer Literate & internet Savy. Problem solver Willingness to learn Self-motivated and positive. Great phone etiquette Analytical and critical thinker Extremely good people skills Work History Need Dedicated Virtual Assistant 09/19 – 02/20 Gulf Coast Water Management LLC My main responsibility was setting up appointments with warm leads. We would call water test requests and solar. Also did administrative tasks when needed like organze the calendar, reports of sales, of each agent and follow up. Outbound calls to warm leads Setting appointments water and solar leads. Evaluated potential product sales on amazon prizm Organized calendar Follow up calls & confirmed appointments Created routes on google maps Call Rep Needed - Affiliate Fraud Team, 09/2018 -08/2019 Andromedia Management group LLC Qualify Leads if potential fraud SEO- Performed an internet search for active links and ads that are in violation of company marketing policies. Call Audits- Performing Call audits to ensure Affiliates are not in violation of company marketing policies. Also Managed, customer request with general inquiries as of the usage of the product, cancellations which help reduced the cancellation rate, refunds, and reports. Used Limelight to extract customer orders. Insurance Quote Processing, 05/2018 to 08/2018 FloodSimple Insurance Services – Denver , CO Processed insurance quotes on a daily basis. Processed about 10 - 50 quotes a day. Learned to process quotes quickly within a few amounts of training. Provided 3 types of quotes for 3 types of flood insurances. The team was impressed with my responsiveness, quickness and carefulness when processing the number of quotes with great accuracy. A new task was given to me to process renewal and cancellation quotes. Customer Service Representative, 11/2017 to 05/2018 Jevons Property Management Routinely handled prospects general inquiries such as Rental lease agreement timeframes? If rental history was necessary. If credit score was necessary, If they had collections could they apply, Security deposits etc. Explanation to potential prospects of the requirements to apply for an apartment or home. Handled calls from tenants issues like complaints, lease reinforcement, waiving late fees, Maintenance request, accounting issues, payment issues, and move out request. Handled inbound, outbound calls and guest card follow-ups, email support and chat. Worked with App Folio processing move out requests, guest cards follow up, removing late fees, maintenance request, and ledger details. Set up showings for guest cards and coordinate with our showing agent accordingly. Concierge/Chat support and Team Leader, 11/2017 to 05/2018 Riley As a team leader was responsible for agents taking there necessary breaks, and lunches. Monitored agents performances and when required to provide additional training to those agents struggle meeting the SLA ( Average handle time which was 3 minutes and less for each chat and parsing task) Quality was the top priority which I provided additional training and shadowing to my agents. Worked well under pressure especially when we were understaffed. I was a live chat support concierge for customers wanting to purchase, view, rent homes in the real estate business. We qualified and helped our clients to filter the hottest leads that were most interested in purchasing, renting and viewing a home. We provided top-rated customer service and chat support with adding the human touch to every conversation. My conversations were top rated to every customer with the best feedback coming from the client. Always met the time goals and managed every chat at its most top quality and quantity results. Handled when understaffed about 30- 50 chats in an hour. Customer Service Agent/ Team Leader , 11/2013 to 11/2017 Natural Health Sherpa LLC November 2013 - November 2017 Team leader as a team leader my duties are to report absentees, monitor the queue to make sure we have enough people to answer demand and report late logins and any abnormalities. Help others that may need assistance and provided customer service tips to co-workers. Was authorized to handle Supervisor calls. Maintained a 90 - 100% satisfaction score throughout my 4 years working for the company. We handled chat, email, and phone support, the CRM we used was Zendesk, a payment processor and word press of the website to attend common issues like not able to log in, don't have access to the files I purchased, reset passwords, blocked accounts, refunds, cancellations etc. Was one of the top agents in the company because I was always determined to put my best output. Consistently maintained a high number of answered calls, email, and chats with the highest satisfaction scores CSAT. We handled many requests such as technical support, customer service, retention, and sales. Customer Service Representative, 05/2011 to 02/2012 SITEL, NICARAGUA – Managua, Nicaragua Worked for the top campaigns like Capital One bank and Money Gram. I worked for Capital One bank from August 2009 to December 2009. Regularly handled 150 - 200 calls a day. The customer inquiries we managed were payments, interest rate concerns, questions, waiving late, overdraft fees and fraud. Always met first call resolution and was the agent with less call back rate. Received varies of Kudos calls from customers wanting to speak to my supervisor because of the great service I provided over the phone. Money gram tasks were refunds, cancellations, change of name if possible, transaction status. Evaluated changes of names if it was a simple or complicated. Met my AHT goals ( Average handled time) 3 min for English and 4 min for Spanish calls. Always met Q&A evaluations with following procedures at 90% - 100% in most of my call reviews. Had great attention to customers needs. Languages Native English - read, write, speak fluently Native Spanish - read, write, speak fluently Education High School Diploma: 2008 John o Connell high school - San Francisco, CA Accomplishments Maintained a 95% - 100% Job Success in Upwork. Highly recommended with great feedback. Was provided the opportunity to study a course while working at Jevons property management which my boss provided. I studied a course online Rockwell Institute. The title of the course was Property Management: Finding and keeping tenants. It was a course that thought me how to market to prospective tenants, methods of retaining a tenant, determining a potential prospect, Evaluating and qualifying tenants and prospects. Top-Rated freelancer on Upwork. Have personal recommendations and recommendation letters upon request. During my sophomore year in high school years. I applied and got accepted to a science and health program Medlink in UCSF in Parnassus. The requirements were to be a sophomore with a 3.0 GPA at the time. Medlink is a free science and health enrichment program targeted at stimulating and motivating underrepresented and underserved high school sophomores in San Francisco to pursue higher education and enter the health-related fields. Did many activities such as shadowing doctors, Neurosurgeon, and had class during the summer about the human body and its diseases.