Vilma Posadas
Dallas,NC
Summary
Experienced and customer-focused professional with a strong background in managing communications, handling customer transactions, and ensuring client satisfaction across diverse roles. Seeking a challenging role as a Customer Care Service Representative with 20 years of experience. Equipped with comprehensive Call Center training and expertise in inbound and outbound sales, as well as B2B interactions. Confident in ability to provide exceptional service and drive positive outcomes for both customers and the company. Bilingual in English and Spanish, enabling effective communication with a wide range of customers.
Overview
22
22
years of professional experience
Work History
CC Agent
Cognizant
09.2024 - 01.2025
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- Informed clients of policies and procedures.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
Director of Sales
Smart Business Connections
02.2024 - 09.2024
- Directed strategic planning and execution of company initiatives, enhancing operational efficiency and fostering cross-functional collaboration to meet organizational objectives
- Oversaw and optimized training programs for sales associates, equipping them to maximize sales performance across multiple locations.
Cashier
888
11.2018 - 01.2023
- Maintained equipment performance and documented maintenance and repair activities to ensure operational efficiency
- Managed inventory by receiving and ordering materials according to business needs
- Handled large cash transactions and assisted customers, ensuring smooth payouts and customer satisfaction.
Office Manager
Dekuzah Waterproofing
05.2018 - 11.2018
- Manage communications and coordinate the procurement of essential materials
- Prepare and deliver estimates, invoices, and receipts, ensuring accuracy and client satisfaction
- Oversee documentation of maintenance and repair activities, and conduct diagnostic tests to recommend effective solutions.
Office/Warehouse Manager
Merchamart
08.2013 - 05.2018
- Managed supply chain operations by overseeing supply orders, inventory control, and coordinating import documentation with customs brokers
- Directed daily operations, assigned tasks to employees, and ensured adherence to workflow schedules for optimal efficiency
- Used QuickBooks for invoicing and maintained the company website to support overall business functions.
Receptionist/Data Entry
Nationwide & Infinity Tax Service
01.2003 - 11.2012
- Managed inbound and outbound calls, efficiently gathering and inputting customer information, including dependents and identification details
- Prepared and maintained organized client folders, ensuring all tax return requirements were accurately documented and readily accessible
- Processed and drafted billing statements for overdue accounts, and facilitated obtaining necessary certifications to ensure compliance
- Confirmed appointments, communicated with clients, and updated client records.
- Provided translation services for non-English speaking clients, enhancing their experience and ensuring effective communication.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Responded to inquiries from callers seeking information.
- Kept reception area clean and neat to give visitors positive first impression.
- Answered phone promptly and directed incoming calls to correct offices.
Education
School -
Central Piedmont Community College
Charlotte, NCMinor In Business Did Not Complete
Central Piedmont Community College
Charlotte, NCSkills
- Skilled in
- Microsoft Office and QuickBooks
- Office administration
- Organizational and problem-solving abilities
- Scheduling and calendar management
- Microsoft Office (Word, Excel, PowerPoint)
- Invoice 2 Go
- QuickBooks
- Wave Apps
- Communication Skills
- Problem-Solving
- Active Listening
- Empathy and patience
- Conflict Resolution
- Product knowledge
- Cross-selling strategies
- Appointment scheduling
- Multitasking
- Attention to Detail
- Customer service
- Mail handling
- Organizational skills
- Scheduling
- Dual Screens
- Teamwork and collaboration
- Problem-solving skills
- Cash handling
- Time management
- Resolving issues
- Answering questions
- Communicating with clients
- Payment processing
- Adaptability and flexibility
- Sales closing
- Ensuring customer satisfaction
- Documenting information
Languages
- Bilingual in English and Spanish.
Languages
Spanish
Native or Bilingual
Interests
- Cooking
- Tech enthusiast, passionate about exploring the latest advancements and innovations
- I enjoy helping others and giving back to the community
- Spending time with my friends & family
Timeline
CC Agent
Cognizant
09.2024 - 01.2025
Director of Sales
Smart Business Connections
02.2024 - 09.2024
Cashier
888
11.2018 - 01.2023
Office Manager
Dekuzah Waterproofing
05.2018 - 11.2018
Office/Warehouse Manager
Merchamart
08.2013 - 05.2018
Receptionist/Data Entry
Nationwide & Infinity Tax Service
01.2003 - 11.2012
School -
Central Piedmont Community College
Minor In Business Did Not Complete
Central Piedmont Community College
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