marcial O.
Senior Bilingual Customer Service and Sales Agent
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About
Marcial O. is an experienced Bilingual Customer Service & Sales Agent with over a decade supporting the telecommunications and technology sectors in the Dominican Republic. At Convergys, Marcial delivered high-quality customer support and technical troubleshooting for satellite radio services, achieving a 95% customer satisfaction score through efficient CRM tools use and adept billing support. Transitioning to Conduent, Marcial excelled in phone troubleshooting, claims management, and sales conversion, consistently maintaining above 90% customer satisfaction. Most recently at Altice / Optimum, Marcial provided expert assistance with tech installations, product inquiries, and account setup, handling refunds and warranty claims while leveraging Salesforce CRM for meticulous record-keeping and reporting strong sales results. Marcial is fluent in both Spanish and English.
Experience
Bilingual Customer Service & Sales Agent
Altice / Optimum · 2019 — 2024Managed the sale of an array of products and services, including mobile phones and internet packages tailored to customer preferences. Assisted with tech installations and account setups, providing product information. Efficiently handled refunds, exchanges, and warranty claims, ensuring positive customer experiences. Recorded detailed customer interactions and sales activities using Salesforce CRM. Maintained a consistent performance with a customer satisfaction score of over 90%, based on post-interaction survey results.Bilingual Customer Service & Sales Agent
Conduent · 2017 — 2019Provided exceptional customer service by troubleshooting phones and resolving product inquiries swiftly, which helped to boost sales conversion rates. Maintained and updated customer interaction records in Salesforce, ensuring accuracy for efficient follow-up. Processed refunds, exchanges, and warranty claims while adhering to company policies to ensure customer satisfaction. Achieved a customer satisfaction score exceeding 90% based on feedback surveys. Served as a subject matter expert on company products, aiding customers in making informed decisions.Bilingual Customer Service & Sales Agent
Convergys · 2012 — 2016Delivered high-quality customer support for satellite radio services, focusing on activation, billing, and technical troubleshooting. Handled numerous inbound and outbound calls while maintaining a professional demeanor. Addressed customer inquiries and complaints effectively, achieving a 95% satisfaction rate. Engaged in cross-selling and upselling of satellite radio services, contributing to team sales goals. Applied excellent active listening skills, patience, and empathy to enhance customer experiences.
Skills & Expertise
Education
- High School Diplomat (GED)Jonh F.Kenndy High School
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