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Fernando Baizan

@fernandobaizan

Customer Service Representative with Amex and Ttec experience, resolving billing discrepancies and maintaining a 90% CSAT score.

Mexico

Message

At Amex, I handled high-volume phone inquiries and used active listening to de-escalate tense situations and improve brand interactions. I maintained current product knowledge to provide tailored recommendations.

At Ttec, I maintained a 90% CSAT score and exceeded monthly resolution targets by 15%. I also resolved billing discrepancies for an average of 40 clients daily while following company financial policies.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

Amex

Jan 2021 - Dec 2024 (3 years 11 months)

Managed high-volume phone inquiries and de-escalated tense situations using active listening and empathy. Maintained deep product knowledge to provide tailored recommendations.

Active Listening Conflict Resolution CRM Data Entry Product Knowledge Communication Skills

Customer Service Representative

Ttec

Jan 2019 - Dec 2021 (2 years 11 months)

Maintained an average Customer Satisfaction (CSAT) score of 90% and exceeded monthly resolution targets by 15%. Resolved complex billing discrepancies for an average of 40 clients daily, ensuring 100% compliance with company financial policies.

Customer Satisfaction Billing Compliance Data Entry Communication Skills Problem Solving