Tharces Prado Partoriza

Customer-focused Customer Service and Sales Specialist with extensive experience handling high-volume omnichannel communications (phone, email, live chat). Proven track record of driving sales growth through upselling strategies, reducing operational errors, and maintaining a consistent 90% customer satisfaction (CSAT) rating. Skilled in leveraging advanced CRM systems, fraud detection workflows, and process optimization to improve the overall customer journey.

Customer Support Associate at Compass Experience Labs (2026-02 – 2026-07)

• Managed high-volume daily customer inquiries across phone, email, and live chat to resolve complex order issues and deliver specialized product support.
• Achieved and sustained a 90% customer satisfaction (CSAT) rate through active listening, fast problem-solving, and clear communication.
• Documented client interactions in CRM systems to track service delivery metrics and improve issue-escalation efficiency.

Career Break, Planned Family Care (2023-11 – 2026-02)

• Took a dedicated career break to manage family care and personal obligations.

Cruise Vacation Specialist at Transparent BPO (2023-04 – 2023-11)

• Executed end-to-end cruise bookings and travel logistics, implementing process improvements that reduced booking errors by 20%.
• Utilized cross-selling and upselling strategies to offer premium vacation packages, luxury travel upgrades, and add-on amenities.
• Cultivated customer retention and loyalty by delivering personalized, high-touch luxury travel services to meet strict performance metrics.

Fraud Analyst at Concentrix (2019-08 – 2020-01)

• Analyzed complex transactional data to identify fraudulent patterns, mitigating financial risks by proactively contacting affected customers.
• Collaborated cross-functionally with security and support operations to improve overall fraud detection accuracy by 10%.
• Maintained detailed case files and compliance documentation within dedicated security tracking software.

Customer Service Representative (2018-03 – 2019-08)

• Resolved customer service inquiries swiftly and effectively, maintaining a 90% first-contact resolution (FCR) rate.
• Handled challenging customer escalations using advanced conflict resolution techniques, boosting customer satisfaction scores.
• Identified opportunities during support calls to educate customers on product features, driving repeat sales and regional retention.

Bachelor of Science in Business Administration – University of Cordillera