Mariana Rojas
+51 987 654 321
mariana.rojas@email.com
Calle Los Andes 245, Miraflores, Lima 15047, Peru
https://www.linkedin.com/in/mariana-rojas

Professional Summary
Dedicated and compassionate Customer Care Professional with over 5 years of experience in delivering exceptional service and support in fast-paced environments. Proven ability to assess customer needs, resolve issues efficiently, and enhance customer satisfaction. Strong interpersonal skills and a commitment to professionalism, with a background in sales administration and concierge services.

Work Experience

Customer Care Professional
Soluciones Empresariales Peru, Lima
January 2021 - Present
- Provide high-quality customer service by addressing inquiries, resolving complaints, and ensuring customer satisfaction in a timely manner.
- Utilize effective call handling techniques to manage a high volume of customer interactions, achieving a 95% satisfaction rating.
- Conduct thorough needs assessments to tailor services and recommendations, resulting in a 20% increase in upselling opportunities.
- Collaborate with team members to streamline processes and improve service delivery, enhancing overall customer experience.

Customer Service Representative
Retail Dynamics SA, Arequipa
June 2018 - December 2020
- Assisted customers with product inquiries, order processing, and troubleshooting, maintaining a professional demeanor at all times.
- Developed strong relationships with clients through active listening and effective communication, leading to a 15% increase in customer retention.
- Managed cash handling and reservations for services, ensuring accuracy and efficiency in all transactions.
- Trained new staff on customer care techniques and company policies, fostering a collaborative team environment.

Sales Associate
Centro Comercial Andino, Lima
March 2016 - May 2018
- Engaged with customers to understand their needs and provide tailored product recommendations, contributing to a 30% increase in sales.
- Implemented effective multitasking strategies to manage sales, customer inquiries, and inventory control simultaneously.
- Maintained a clean and organized sales floor, enhancing the shopping experience for customers.

Education

Bachelor of Arts in Communication
Universidad Nacional Mayor de San Marcos, Lima
Graduated: May 2016

Skills
- Customer Care Techniques
- Compassion
- Sales Administration
- Call Handling
- Concierge Services
- Customer Needs Assessment
- Troubleshooting
- Multitasking
- Sales
- Professionalism
- Listening
- Reservations
- Interpersonal Skills
- Cash Handling
- Data Knowledge
- Communication

Certificates
- Customer Service Excellence Certification
- Sales and Customer Relationship Management Certification

Languages
- Spanish (Native)
- English (Fluent)

Hobbies
- Volunteering at local animal shelters
- Hiking and outdoor activities
- Reading customer service literature