Agnès Garcia
Valencia
Summary
Accomplished Senior Customer Service Agent with a proven track record both in face to face and remote positions, where I fostered long-term customer loyalty and earned recognition as Employee of the Year.
Renowned for exceptional proactive approach to new tasks.
Known for adaptability, empathy and making meaningful contributions thanks to my solid background in customer service
Strong team player and problem-solver dedicated to promoting brands.
Demonstrates strong analytical, positive communication, and eager to contribute to team success and further develop professional skills.
Overview
26
26
years of professional experience
Work History
Remote Customer Service Representative
Webhelp/ Concentrix
11.2021 - 09.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving tickets for French and English markets ( GUESS,LEVI'S,JDE,BoardRiders)
- Answered customer queries with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike following GDPR and SLA guidelines
- Responded to customer requests for products, services, and company information.
- Coordinated with logistics and other outside departments to maintain high standards of customer service efficiently
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
English as a Second Language Teaching Assistant
William Byrd Academy
04.2018 - 06.2020
- Assisted lead teacher in developing engaging activities for diverse learning styles, leading to improved understanding and retention of material.
- Enhanced student comprehension by incorporating visual aids and interactive activities into lesson plans.
- Coordinated extracurricular activities related to English language learning, boosting cultural exchange between peers from various backgrounds.
- Increased student participation by creating a welcoming and inclusive classroom environment.
- Participated in ongoing professional development workshops to stay up-to-date with best practices in teaching English as a Second Language.
Senior Customer Service Agent
LY Airline
08.1998 - 03.2018
- Earned recognition and promotions for outstanding performance including employee of the year and represented the airline during key events.
- Provided comprehensive training sessions for new hires, ensuring a smooth transition into the role of customer service agents and VIP lounge receptionists during takeover.
- Enhanced passengers satisfaction by swiftly addressing concerns about seating, upgrades or delays.
- Established rapport with VIP customers through active listening and personalized attention, fostering long-term relationships based on trust and loyalty over 20 years.
- Met flights editing, check in / boarding guidelines for service levels, handle time and productivity
Education
TESOL/TEFL - Teaching English To Speakers of Other Languages
TEFL
Online03.2021
Cambridge Proficiency in English - English As A Foreign Language
Stanmore College
London, UK06.1998
Baccalaureat - Literature And Languages
Theodore Aubanel
Avignon, France06.1994
Skills
- Problem-solving abilities
- Technical Support
- Live chat support
- Product Sales
- Active Listening and empathy
- Computer Proficiency
- Customer Relationship Management (CRM)
- De-Escalation Techniques
- CRM software proficiency
- Microsoft Office Suite,Slack, Adyen, Salesforce,Hubtype, Avaya,Nice,NewStore,MySupply,Jira
Additional Information
Spanish Intermediate
Cleaning Driving Licence
Languages
French
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Timeline
Remote Customer Service Representative
Webhelp/ Concentrix
11.2021 - 09.2024
English as a Second Language Teaching Assistant
William Byrd Academy
04.2018 - 06.2020
Senior Customer Service Agent
LY Airline
08.1998 - 03.2018
TESOL/TEFL - Teaching English To Speakers of Other Languages
TEFL
Cambridge Proficiency in English - English As A Foreign Language
Stanmore College
Baccalaureat - Literature And Languages
Theodore Aubanel
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