Leveraging my communication & problem-solving skills, I excel in exceeding customer expectations in fast-paced BPO environments! At TELUS, I identified a recurring issue causing a surge in customer interactions across multiple channels: credit card declines for client accounts. This resulted in high call volumes, numerous chats, and a flood of emails from concerned clients.

Improved Customer Satisfaction: By proactively reaching out and resolving declined payments, I helped clients avoid service disruptions and frustration.
Increased Efficiency: I reduced the workload on my team by managing declined payments directly, freeing them for complex issues.
Boosted Revenue Retention: My project prevented client accounts from falling into collections, ensuring service continuity.

Through strategic email campaigns, I recovered an average of $15,537.76 in declined payments monthly over the past year. For responsive clients, I communicated via phone or connected them with their Account Representative.

Master of Multitasking: I spearheaded this project while simultaneously providing exceptional customer support across two lines of business. My strong organizational skills ensured I delivered results without compromising on my daily responsibilities.

In addition to my work at TELUS, I’ve gained valuable experience in customer service through roles at Concentrix and Focus, where I honed my bilingual skills (Spanish & English) and thrived in a fast-paced sales environment.

**Communication Sciences Graduate (Universidad Don Bosco, Nov 2022) **

I’m passionate about helping others and developing solutions that deliver results. I’m also developing a mentorship program to empower individuals!