Luis Costa
Huntington
Summary
Results-driven professional with proven ability in customer satisfaction and support optimization. Known for collaborative teamwork and adaptability in dynamic environments. Skilled in customer interaction and issue resolution, reliable in delivering consistent results.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Sales and Customer Experience Intern
Hornblower
05.2024 - 09.2024
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and concerns
- Assisted in the creation of marketing materials targeted at specific customer segments, contributing to increased brand awareness among key demographics
- Maintained accurate records of all customer interactions, ensuring a seamless experience across multiple touchpoints
- Provided personalized recommendations for products or services based on an in-depth understanding of each customer's unique needs and preferences
- Top Seller of the Month multiple times with more than 50,000+ earned over 3 months
- NPS score of 87;
- Conversion Rate of 27% (Average CR 20%)
- Summer Internship
Office Administrative Assistant
Huntington University
08.2023 - 04.2024
- Administrative Support: Managing the research office's organizational needs, including answering calls, sending emails, setting up appointments, and keeping track of documents and files
- Data Gathering and Analysis: Helping faculty associates with data gathering, analysis, and interpretation for research projects
- Acquiring research supplies, arranging data, and conducting statistical analysis
- Communication: supporting outreach and communication initiatives to highlight research accomplishments and activities, creating newsletters, helping maintain social media accounts, and updating the research office website
Call Center Assistant Manager
Concentrix
10.2021 - 05.2022
- Team Management: Helping lead and manage call center representatives, giving team members direction, support and handling potential problems
- Workflow Management: Helping oversee the operations and workflows of call centers to guarantee efficient and seamless running
- Quality Assurance: Ensuring call center agents adhere to quality standards and best practices in customer service delivery
- Monitoring calls for quality assurance, providing feedback and coaching to the team agents, and implementing quality improvement initiatives
Call Center Representative
Concentrix
03.2020 - 09.2021
- Customer service: Answering client calls with questions, problems, or requests
- I responded to inquiries, offered service details, resolved technological issues, and forwarded sophisticated queries to the proper staff members
- Surveys and Customer Feedback: Helping to acquire information about the level of service that the call center provides by conducting customer satisfaction surveys and gathering customer feedback
- Equipment and Tech Support: Helping with the installation, customization, and diagnosis of hardware and software, including headsets, computer software, and phone systems
- This entails working with IT personnel to address problems and provide call center operators with technical help
Education
Bachelor of Sciences - Business Management, Marketing
Huntington University
Huntington, IN05.2025
Skills
- Data Analysis
- Microsoft Office
- Faculty Collaboration
- Proficient in Microsoft Excel
- Multitasking
- Data Entry
- Proficient in Salesforce
- Problem-solving skills
Certification
- DELE Exam - Spanish 89/100
- TOEFL Exam - English 113/120
Timeline
Sales and Customer Experience Intern
Hornblower
05.2024 - 09.2024
Office Administrative Assistant
Huntington University
08.2023 - 04.2024
Call Center Assistant Manager
Concentrix
10.2021 - 05.2022
Call Center Representative
Concentrix
03.2020 - 09.2021
Bachelor of Sciences - Business Management, Marketing
Huntington University
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