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Douglas L.

Administration , Customer Success , Information Technology , Leasing , Operations , Property Management , Sales

call   (214) GO-RELAY / (214) 467-3529

email   Careers@RelayHumanCloud.com

home   San Pedro Sula, Honduras


SKILLS

  • QuickBooks
  • Salesforce
  • Microsoft Office 365
  • Helpdesk
  • CRM Software
  • Call Management Systems

EDUCATION

Bachelor's Degree in Communication

San Pedro Sula University (2024- Present)


Extraverted Introverted Intuitive Observant Thinking Feeling Judging Prospecting

PROFESSIONAL SUMMARY

A dedicated Customer Service Representative with strong experience delivering high-quality support in fast-paced call center environments. Known for exceptional communication, active listening, and problem-solving skills, they consistently provide accurate information and efficient resolutions that enhance the customer experience. Skilled in using CRM systems, managing high call volumes, and meeting performance metrics, they bring reliability, professionalism, and a customer-focused approach that strengthens client satisfaction and supports organizational goals.

PROFESSIONAL EXPERIENCE

Customer Service Representative

Alorica | San Pedro Sula, Honduras l Sep 2025 - Dec  2025

  • Responded to high-volume inbound calls, delivering prompt and courteous customer support.
  • Addressed customer inquiries, concerns, and requests exclusively through phone communication.
  • Troubleshot issues and provided clear, step-by-step guidance to resolve customer problems.
  • Processed account updates, orders, and service requests in real time during calls.
  • Escalated complex or time-sensitive cases to the appropriate teams or supervisors.
  • Accurately documented call details, actions taken, and resolutions in CRM platforms.
  • Consistently met or exceeded performance targets, including call handling time and customer satisfaction metrics.
  • Followed established call scripts, compliance guidelines, and company protocols while maintaining a professional and friendly tone.
  • De-escalated challenging interactions using patience, active listening, and problem-solving skills.
  • Educated customers on product and service features to support informed decision-making.

Contact Center Agent

KM2 Solutions | San Pedro Sula, Honduras l Sep 2024 - Feb 2025

  • Responded to inbound customer calls, delivering prompt, friendly, and efficient support.
  • Resolved customer issues and processed service requests directly over the phone.
  • Escalated complex or sensitive cases to supervisors or specialized teams as needed.
  • Logged call details, actions taken, and resolutions accurately in internal systems.
  • Consistently met call performance targets while maintaining high levels of customer satisfaction.
  • Adhered to call scripts, compliance standards, and company procedures to ensure quality and accuracy.

Inventory and Logistics Assistant

Labtech | San Pedro Sula, Honduras l Jul 2023 - May 2024

  • Conducted monthly inventory counts to ensure accurate tracking of stored products and stock levels.
  • Prepared and managed billing and shipping documentation for products dispatched by sales representatives.
  • Recorded, verified, and oversaw the receipt and entry of new merchandise into inventory systems.
  • Coordinated and executed the packaging, labeling, and shipment of products to customers in a timely and accurate manner.
  • Provided in-person customer assistance at the local store, addressing inquiries and supporting sales transactions.
  • Maintained organized inventory records and ensured compliance with internal procedures and documentation standards.