Francisco Mendieta
San José, Costa Rica
Summary
Dedicated customer service professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Overview
6
6
years of professional experience
Work History
Manager, Business Development - Tech Solutions
Smartsheet
01.2023 - Current
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Onboarded new employees with training and new hire documentation.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Retention Specialist
SSG
06.2020 - 06.2022
- Made +120 sales calls weekly to existing and new customers for business growth.
- Utilized knowledge of customer experience to create specialized plans for customer retention.
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate sales and results.
- Adhered to appropriate legal scripting when required.
- Reached out to customers after completed sales to evaluate satisfaction and determine immediate service requirements.
Customer Care Specialist
SmileDirectClub
08.2019 - 06.2020
- Used exceptional communication to connect with customers, assess needs and present solutions.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Identified customer issues with products or services, investigated causes and initiated resolutions.
Retention Customer Service Representative
Ballena Media
01.2019 - 06.2019
- Processed customer adjustments to maintain financial accounts.
- Created and maintained detailed database to develop promotional sales.
- Entered orders into Salesforce computer database system.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 99%.
Customer Service Representative
Sitel
01.2018 - 10.2018
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Handled over 40 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services
Education
BBA - Business Administration
Universidad Fidelitas
San Jose12.2017
English Title -
New York Succesfull Academy
Escazu, SJ12.2015
High School Diploma -
CINDEA Ricardo Jimenez Oreamuno
San Jose12.2014
Skills
- Critical Thinking
- Interpersonal Communication
- Decision-Making
- Written Communication
- Organization and Time Management
- Multitasking Abilities
- Data Entry
- Attention to Detail
- Lead prospecting
- Product promotions
- Staff Motivation
- Training and Coaching
- Adaptability and flexibility
- Resource management
- Problem-solving abilities
- Call Center Environment
- B2B Customers
- Performance Management
- High Level of Computer Literacy
- Salesforce
- Microsoft Suite
- Operational Efficiency
Accomplishments
- Ranked #1 Top Performer for 4 consecutive months on SSG for Retention Agent percentage.
Additional Information
Knowledge and experience in the following software's: Salesforce, Five9, Zendesk, NICE InContact, Excel.
Timeline
Manager, Business Development - Tech Solutions
Smartsheet
01.2023 - Current
Retention Specialist
SSG
06.2020 - 06.2022
Customer Care Specialist
SmileDirectClub
08.2019 - 06.2020
Retention Customer Service Representative
Ballena Media
01.2019 - 06.2019
Customer Service Representative
Sitel
01.2018 - 10.2018
BBA - Business Administration
Universidad Fidelitas
English Title -
New York Succesfull Academy
High School Diploma -
CINDEA Ricardo Jimenez Oreamuno
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