Luis F.

Luis V. is an enthusiastic Customer Service Representative based in Guanacaste, Costa Rica, with over four years of experience in delivering exceptional bilingual support. Throughout his tenure at Concentrix in San José, Costa Rica, he consistently handled over 80 inbound calls daily for US-based clients, resolving complex billing and technical inquiries with remarkable efficiency. Luis achieved an impressive 95% Customer Satisfaction (CSAT) score by utilizing CRM Software like Salesforce and Zendesk to streamline interactions. He excelled in reducing Average Handle Time (AHT) by 28% and consistently surpassed industry benchmarks, including First Contact Resolution (FCR) and Quality Assurance (QA) metrics. At Cosvic Institute, Luis served as a pivotal point of contact for students and parents, where he proactively identified service improvements and trained staff in best practices. His educational background includes certifications such as the AI Fundamentals from Cisco Networking Academy and a Cisco Network Technician degree from Universidad de Costa Rica. With intermediate English proficiency (B2) and strong interpersonal skills, Luis is committed to further developing his career within customer-focused organizations, leveraging his expertise in ticketing systems, Microsoft Office, and Google Workspace.