Citlalli Perez
@citlalliperez
I improve call center service through escalations, quality assurance, coaching, and workflow management.
United StatesWhat I'm looking for
At Cosmopolitan Medical Communication, I managed customer service operations for medical message routing, ensuring pages reached the correct doctors and correcting workflow errors when needed.
I've de-escalated upset callers by identifying practical solutions within third-party service guidelines, while analyzing call trends, drafting agent scripts, reporting customer feedback, monitoring quality standards, and training staff on service techniques. I focus on timely resolution, customer satisfaction, and continuous improvement.
Experience
Work history, roles, and key accomplishments
Customer Service Manager
Cosmopolitan Medical Communication
May 2021 - Feb 2024 (2 years 9 months)
Managed customer service operations, ensuring messages were routed to correct doctors and redirecting as needed. Resolved caller issues, analyzed call center data, drafted scripts, and conducted training to maintain quality standards.
Education
Degrees, certifications, and relevant coursework
Tempe High School
High School Diploma, General Studies
Earned a High School Diploma from Tempe High School in May 2024.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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