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@michefaugier
Dynamic customer support professional excelling in complaint resolution and sales.
I am a dynamic customer support professional with extensive experience in complaint resolution and sales optimization. Bilingual in English and Spanish, I leverage my strong communication skills and proficiency in Microsoft Office to enhance customer satisfaction and drive sales. My career has been marked by consistently exceeding targets while fostering lasting client relationships.
In my most recent role at International Voyager, I managed large volumes of customer interactions, providing accurate information and solutions to enhance customer experiences. I excelled in building sustainable relationships and trust with clients, ensuring their needs were met and their concerns addressed promptly. My previous experience at Conduent BPO further honed my skills in managing reservations and providing exceptional service, where I applied strong negotiation skills to resolve issues effectively.
Throughout my career, I have demonstrated a commitment to maintaining high standards of service and achieving team sales targets. I am passionate about creating positive customer experiences and am eager to bring my expertise to a new opportunity that values customer satisfaction and growth.
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Work history, roles, and key accomplishments
International Voyager / CruiseDirect.com
Feb 2024 - Jul 2024 (5 months)
As a Cruise Concierge, I managed customer interactions through calls and chats, providing information on products and services. I handled complaints, processed orders, and maintained customer records while exceeding sales targets and ensuring customer satisfaction.
Conduent BPO Contact Center
Dec 2016 - Feb 2024 (7 years 2 months)
In my role as a Universal Agent, I created and serviced travel reservations, addressed customer inquiries, and processed cancellations. I utilized strong communication and negotiation skills to enhance customer loyalty and satisfaction.
Allied Global BPO Center
Sep 2009 - Sep 2012 (3 years)
As a Junior Supervisor, I managed a team, monitored call quality, and provided training on customer care. I applied leadership and problem-solving skills to enhance team performance and ensure operational efficiency.
Degrees, certifications, and relevant coursework
Certificate in Customer Support, Customer Support
2024 - 2025
Worked with potential or existing customers via inbound and outbound calls to inform them about products or services. Managed large amounts of incoming calls and handled grievances to preserve the company's reputation.
Certificate in Travel Management, Travel and Hospitality
2016 - 2024
Created new reservations with travel agents, serviced existing bookings, and handled customer inquiries regarding travel documentation and cancellations. Applied strong communication and negotiation skills regarding refunds and sales.
Certificate in Customer Care, Customer Service Management
2009 - 2012
Managed a group of people, filled reports with the quality of calls, and held meetings with staff to indicate account needs and areas of opportunity. Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
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