Carlos Diaz Arce
La Paz
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
23
23
years of professional experience
Work History
Customer Service Agent
BTO Callnovo Govee
01.2022 - 12.2024
- Experienced the use of Updated on-line software and handled technical Support for smart devices with app use
- Training related to the use of govee products (Following troubleshooting steps, user manuals and Information on Amazon.) Training regarding the use of CRM for govee
- Percentage of calls more than 150 per day.
- Used the platform shopify to track orders, check sales reports and provide basic information to Govee customers.
Administrative Assistant
Hotel Kuychirumi
Cusco
01.2013 - 12.2015
- In charge of hotel bookings
- In charge of hosting guests
- In charge of managing the hotel finances
- In charge of planning and selling tourism packages
- In charge of managing and creating the Hotel Restaurant
- In charge of answering daily e-mails and online sales.
Administrative Assistant
Apu Lodge
Cusco
01.2011 - 12.2013
- In charge of hotel bookings
- In charge of hosting guests
- In charge of managing the hotel finances
- In charge of planning and selling tourism packages
- In charge of answering daily emails and online sales.
Andean Perspectives
La Paz
01.2009 - 12.2010
- In charge of creating and planning tourism packages
- In charge of managing tourism logistics and staff.
Tourism Guide
Hotel Gloria
La Paz
01.2007 - 12.2009
- Tourism guide cultural centered mainly operating in the city of La Paz- Lake Titicaca.
Tourism Guide
Crillon Tours
La Paz
01.2007 - 12.2009
- Tourism guide cultural centered mainly operating in the city of La Paz- Lake Titicaca.
Technical Support
La Paz
01.2005 - 12.2006
- Use of a technical WEBCSR
- Use of a phone system to speak to agents
- Percentage of technical issues more than 80 per day.
Customer Service Agent
Tracfone Wireless
La Paz
01.2002 - 12.2005
- Use of Web CSR
- Use of a phone system connected to the internet
- Percentage of calls more than 150 per day.
Education
Skills
- Customer service
- Technical support
- Training
- Use of online software
- Troubleshooting
- User manuals
- CRM
- Hotel bookings
- Hosting guests
- Financial management
- Tourism packages
- Sales
- Answering emails
- Online sales
- Planning
- Tourism logistics
- Tourism guide
- Cultural knowledge
- Web CSR
- Phone system
- Technical issues
- Language and Linguistics
- Advanced English
- IELTS
- CAE
- Web design
- Online booking platforms
- Staff management
- Thunderbird for emails
- Excel for hotel finances
- Shopify
- Windows
- Office
- Computer software
- Communication skills
- Time management
- Problem-solving
- Teamwork
- Customer Complaint Resolution
- Problem Resolution
- Information Verification
- Complaint Handling
- File Management
Languages
- Spanish, Native/Advanced
- English, Fluent
References
- Lic. Nahir Ode, Academic Coordinator, Colegio San Ignacio, 59170694469
- Lic. Lucy Revilla, Academic Coordinator, Instituto americano, 59179452532
- Evelin Mamani, Coordinadora académica de inglés, Universidad Franz Tamayo, 59170530975
- Mgsc. Milton Villarroel, Examinador oral de la Universidad de Cambridge-Inglaterra, +1(704)8421053
Training
- TRACFONE WIRELESS, Training in the use of Web CSR., Training in the use of TOSS SUPPORT., Training regarding customer service for cell phones.
- Crillon Tours, Training in personalized customer service.
- Apu Lodge, Training regarding the use of Thunderbird for emails., Training on web design on webs.com., Training on the use of online booking platforms like Booking.com, Expedia., Training in staff management.
- Kuychi Rumi, Training regarding on online platform Airbnb., Training in Excel for hotel finances., Training in staff management., Training in personalized customer service.
- BTO Call Novo Govee, Training related to the use of Govee products (following troubleshooting steps, user manuals, and information on Amazon)., Training on the use of Shopify to track packages, see sales reports, and identify different cases.
Customer Service Courses
- " How to better understand customer service"
- "Dealing with angry customers"
- " Team leader fundamentals"
Languages
Spanish
Native language
English
Advanced (C1)
C1
Timeline
Customer Service Agent
BTO Callnovo Govee
01.2022 - 12.2024
Administrative Assistant
Hotel Kuychirumi
01.2013 - 12.2015
Administrative Assistant
Apu Lodge
01.2011 - 12.2013
Andean Perspectives
01.2009 - 12.2010
Tourism Guide
Hotel Gloria
01.2007 - 12.2009
Tourism Guide
Crillon Tours
01.2007 - 12.2009
Technical Support
01.2005 - 12.2006
Customer Service Agent
Tracfone Wireless
01.2002 - 12.2005
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