Scott Williams Villacorta Santos
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Customer Service Specialist
Lima, Callao Region, Peru
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- YCustomer Service Specialist public Remote experienceYANGO DELIVERY PERÚMay 2023 - Mar 2025 (1 year 11 months)• Handle customer and courier inquiries through calls, emails, and chat in a high-volume environment. • Provided accurate, actionable feedback to optimize customer service delivery. • Consistently achieved and surpassed monthly metrics of CSAT and Productivity of the operative goals.
Customer Service RepresentativeTeleperfomanceJun 2022 - Jun 2023 (1 year 1 month)• Delivered exceptional customer support through calls, emails, and chat in a high-volume environment. • Surpassed KPIs consistently, including CSAT, AHT, ADH, and IPH. • Handled escalations and resolved complex customer issues promptly and professionally.- Supervisor verified_user Verified experienceMorneseMay 2021 - Feb 2022 (10 months)• Led a team to achieve individual and group collection targets. • Conducted performance analysis and prepared reports for the Board of Directors. • Developed and implemented strategies for continuous service improvement.
- CQuality MonitorComdata GroupSep 2019 - Nov 2020 (1 year 3 months)• Conducted daily evaluations and feedback sessions with customer service consultants. • Monitored service indicators such as NPS, AHT, and call quality metrics. • Identified service gaps and recommended improvements to enhance customer satisfaction.
- CBack OfficeComdata GroupJul 2019 - Aug 2019 (2 months)• Managed escalated customer inquiries and provided timely resolutions. • Coordinated with internal departments to expedite issue handling. • Ensured high-quality communication standards across all customer interactions.
- Collection AgentRECSAJan 2019 - Jun 2019 (6 months)• Attended a high volume of outbound calls to customers successfully with empathy and handled objections. • Negotiated payment arrangements with customers in arrears for the Movistar Chile portfolio. • Achieved collection targets through strategic customer engagement. • Maintained accurate records of customer communications and payment commitments.
- TeleoperatorParque del RecuerdoAug 2017 - Jan 2018 (6 months)• Provided support for funeral service coordination and client inquiries. • Explained service contracts and policy details to clients clearly and empathetically. • Collaborated with internal teams to ensure smooth service delivery.
- TAdministrative ManagerTAWA CONSULTING S.A.CMay 2016 - Jan 2017 (9 months)• Managed customer service requests, ensuring responses met deadlines. • Oversaw compliance with commercial agreements with Entel. • Produced regular service reports to monitor and improve processes. • Technical support for their acquired services
- IAdministrative Manager verified_user Verified experienceIriscene IT ServicesFeb 2016 - Apr 2016 (3 months)• Followed up on service requests ensuring compliance with contractual agreements. • Prepared detailed monthly service reports for Telefónica clients. • Improved service tracking and reporting accuracy.
- Administrative ManagerT-GestionaFeb 2014 - Jan 2016 (2 years)• Monitored client requests, ensuring timely and effective handling. • Ensured compliance with contractual obligations with Telefónica. • Delivered monthly reports highlighting service performance and improvements.
- Back Office MovistarDigitex Peru SACAug 2013 - Feb 2014 (7 months)• Handled customer service requirements for large business accounts. • Ensured service requests were resolved within service level agreements. • Maintained detailed customer service records and reporting.
- MCustomer Support TeleoperatorMDY Contact Center, ClaroMar 2013 - May 2013 (3 months)• Provided effective solutions to Claro customers' inquiries and complaints. • Delivered service excellence adhering to client and company standards. • Handled high call volumes while maintaining quality and professionalism.
- DCustomer Service AgentDigitex Perú, MovistarFeb 2012 - Sep 2012 (8 months)• Among the best in my training group. • Answered customer inquiries and resolved service issues efficiently. • Maintained high levels of customer satisfaction in a high-paced environment. • Met quality and productivity targets consistently.