Daisy Gonzalez
8118633698 ∙ [email protected]

Spanish  Knowledge  Patience  Customer Service  Administration

Friendly, motivated individual with a can-do attitude wants to contribute excellent customer
service skills and team leadership abilities to a fast paced customer service and administration
environment.

Languages

Advance Spanish (Native) – Advance English

Skills
• Microsoft Office
• Effective Communicator
• Flexibility
• Efficient
• Friendly
• Creative Problem Solving

Work Experience

Global Telesourcing 2019-03 – Current
Sales Agent, Santa Catarina N.L Mexico
• Help guest make hotel reservations and provide excellent customer experience.
• Sell different variety of hotels based on Choice Hotels (Company) Is linked with which
there is a total of 12 different hotels.
• Normally sell upscale hotels which are our most luxurious and expensive hotels, that
provides a better experience for guests.
• Give them great customer experience.
• Provide them with all information, amenities, attractions that they can enjoy at each
hotel.

Fedex Express 2018-09 – 2019-02
Service Agent, Santa Catarina N.L Mexico
• In charge of all the international exports.
• Coordinate the couriers for the morning operation (Make sure each courier is taking
their location packages which they need to deliver before 10:30am)
• Give consolidated to all the cargo that will leave by plane, make sure to send the emails
to every station in regards what left the station and what did not.
• Follow up with the customer and let them know that we have not received their
customs agent request for the cargo to leave the station and continue its shipment
process.
• Enter the payroll for 2 managers and make sure every employee sign´s it.
• Fuel check every month (verify that we have the receipts of every person that puts fuel
in their truck and that the information on the receipts matches the information on the
system)

Call Centre Agent 2018-06 – 2018-07
Global, Monterrey, Mexico
• Contacted Comcast customers to provide a better service in which we add more extra services
for ex. Channels, movies and high speed internet depending on the customer’s needs.
• Make sure we called customer at least 4 times a month and kept a list where all the agents
would contact them again, make sure we provide them with better pricing as well and/or
provide them with a lot more for just the same amount.
• Convinced the customer that we have many options for them and make sure that if they are not
satisfied with the current service we find a great and better solution for them and their family.
• Complete at least 5 sales a week on the different Comcast packages available for the
customer’s, had our calls reviewed to verify the proper steps were taken place.
• Make sure we provided them with the best customer service experience as well.

Call Centre Agent 2018-02 – 2018-05
Sitel, Monterrey, Mexico
• Managed customer´s vehicle warranty and provide information of what it covered and what it
did not cover.
• Responsible for finding out the issue of the customers vehicle by asking what problems her/his
vehicle is having and verifying if it was covered under the warranty and scheduling an
appointment to the repair shop
• Creating a request of the parts the shop reported so it can be repaired or changed from the
issue found by doing the diagnose on the vehicle
• Provided customer with reference # to pick rent car while vehicle is being repaired

Call Centre Agent 2017-06 – 2018-12
Arvato, Monterrey, Mexico
• Provide pricing and licensing for Microsoft 365 as Commercial Sales to any type of Business,
Home, Personal, Students/Teachers, Non Profit Organizations etc.
• Responsible for selling and providing our customers with the right Microsoft 365
Subscription/Licensing depending on their needs for the business or what they are trying to
accomplish.
• In charge of gathering all of the customers business information to provide it to the closes
Microsoft Partner around their company that will be in charge of doing the deployment and
Migration for the customer once I have recommended the Office 365 Subscription they need.

Call Centre Agent 2016-02 – 2016-10
Sitel, Monterrey, Mexico
• Performed technical support for Comcast Cable customers and solved their problems in an
efficient and friendly manner
• Responsible for selling and offering different packages to customers for improved customer
loyalty
• In charge of retention of clients for Comcast Cable to improve customer retention

Call Centre Agent 2013-07 – 2016-01
Teleperformance, Monterrey, Mexico
• Helped customers find missing packages which involved patience and problem solving skills
• Performed technical support for customers who had problems how to manage their online web page
• Responsible for helping fellow agents on how to create cases for missing packages for customers and how to best manage those cases.

Education / Training
Flight Attendant License 2014 – 2015
Asteca Aviation, Nuevo Leon, Mexico
High School Diploma 2010 – 2012
Preparatoria #18 Hidalgo, Nuevo Leon, Mexico