Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

Adilene Velez

Rex,Ga

Summary

Customer service representative bringing top-notch skills in oral and written communication, active listening and problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.

Overview

14
14
years of professional experience

Work History

Customer Service Representative/ Team Lead

Vimo Inc
07.2024 - 05.2025
  • Managed approximately 20 incoming calls per day from customers
  • Qualify customers by asking a series of targeted questions to find out the customer's goal and ensure they were eligible for an enrollment
  • Meet daily, weekly, and monthly key performance Indicators based on various metrics.
  • Maintain the highest quality of customer service by demonstrating proper phone etiquette and consistently follow scripts.
  • Handle proficient data entry and computer-related requirements in a digital environment.
  • Utilize excellent oral communication skills and positively engage with any individual over the phone
  • Watch over team chat with any CSR needing help
  • Took attendance for the team
  • Override certain documents .
  • Attend team meeting
  • Trainings for new updates
  • Training for new hires

OVS/ Outbound Verification Specialist

Instant Teams
12.2023 - 05.2024
  • Service an average of 300 or more customers a day via an outbound dialer system.
  • Qualify customers by asking a series of targeted questions to find out the customer's goal and ensure they would be a good fit for the products and services.
  • Meet daily, weekly, and monthly key performance Indicators based on various metrics.
  • Maintain the highest quality of customer service by demonstrating proper phone etiquette and consistently follow scripts.
  • Handle proficient data entry and computer-related requirements in a digital environment.
  • Utilize excellent oral communication skills and positively engage with any individual over the phone, particularly elderly individuals.
  • Participated in regular performance reviews, using constructive feedback as an opportunity for growth and development within my role as a Verification Specialist.
  • Prioritized workload efficiently, managing multiple cases simultaneously without compromising on quality or accuracy.
  • Maintained a high level of professionalism when interacting with external parties during the verification process.
  • Demonstrated excellent attention to detail while handling sensitive client information, ensuring confidentiality at all times.
  • Adhered to strict deadlines for completing verifications, ensuring prompt delivery of results to clients.
  • Contributed to a positive work environment by actively participating in training sessions and sharing knowledge with team members.
  • Applied problem-solving skills when faced with challenges or discrepancies during the verification process, seeking guidance from supervisors when needed.

Cashed/Teller

AR Financial
08.2019 - 11.2023
  • Comply with all policies, procedures, disclosure, regulations and consumer privacy requirements.
  • Answer customer questions and explain available services.
  • Check cashing/Cashier checks/cash advances.
  • Refer customers to the proper department for issues that cannot be resolved at the window.
  • Cash counting.
  • Ensure the teller station is properly supplied.
  • Balance drawer daily, including periodic batching of cashed checks.
  • Rings up all sales properly and accurately handles money and all other types of payment received for products sold.
  • Handles customer complaints in accordance with the stated customer complaint guidelines at your store.
  • Answer all incoming calls, and answer customers' questions.
  • Disbursed cash and checks accurately while maintaining security of cash drawers.
  • Processed customer transactions promptly, minimizing wait times.
  • Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
  • Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
  • Improved customer satisfaction by providing efficient and accurate transaction processing.
  • Developed strong relationships with customers through exceptional service, fostering loyalty and trust.
  • Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.

Cashier/Teller

CheckMax
07.2015 - 11.2018
  • Responsible for preparing daily drawer
  • Cash checks and money orders
  • Western Union transactions
  • Answer all incoming calls
  • Take bill payments
  • Print money orders
  • Add new customers to system
  • Faxes, copies
  • Check Deposit
  • Balance drawer at the end of the day
  • Organize store for next day and close
  • Greeted customers entering store and responded promptly to customer needs.
  • Built relationships with customers to encourage repeat business.
  • Resolved customer complaints professionally, leading to improved customer relations and loyalty.
  • Managed cash drawer accurately, ensuring all transactions balanced at end of day.
  • Performed cash, card, and check transactions to complete customer purchases.
  • Welcomed customers and helped determine their needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Helped customers complete purchases, locate items, and join reward programs.

Shift Manager/Teller

Atlanta Check Cashers
05.2011 - 05.2015
  • Open and balance drawer for daily operation
  • Cash all types of checks
  • Collect high amounts of cash
  • Bill payments
  • Wire transactions
  • Fax
  • Copies
  • Money orders
  • Insurance payments
  • Call customers to offer our services
  • Helps customer make selections by offering suggestions and opinions on products
  • Processes payments by totaling purchases
  • Responsible for tellers
  • Handling customers and resolving them to their satisfaction
  • Answer all incoming calls
  • Insurance quotes
  • Offering tax quotes
  • Achieved consistent customer satisfaction by addressing concerns promptly and professionally.
  • Improved overall team performance by effectively delegating tasks and providing clear instructions.
  • Managed employee schedules to ensure adequate coverage during peak hours, resulting in a smoother workflow.

Education

Certificate -

Interactive College of Technology
Morrow, GA
05.2007

Skills

  • Bilingual- Fluent Spanish and English
  • Able to perform written text in Spanish and English
  • Software Knowledge: Windows ,Microsoft Word and Outlook
  • Good Networking Skills
  • Work well in a high-pressure environment
  • Skilled at organizing complex projects, defining project priorities, and delegating tasks
  • Well-organized and efficient
  • Excellent communication, interpersonal and organizational skills
  • Ability to communicate effectively both orally and in writing
  • Excellent Presentation skills
  • Team management
  • Call center experience
  • Complaint handling
  • Team coaching
  • Issue resolution
  • Performance evaluations
  • Inbound and outbound calls
  • Federal regulations
  • Teamwork
  • Teamwork and collaboration
  • Customer service
  • Problem-solving
  • Multitasking and organization
  • Excellent communication
  • Team collaboration
  • Team leadership
  • Active listening
  • Effective communication
  • Verbal and written communication
  • Customer service management
  • Handling complaints
  • Multitasking
  • Skill development
  • Phone and email etiquette
  • Self motivation
  • Professionalism
  • Staff training

Accomplishments

I started as a CSR and after three months I became a team lead

Languages

English
Spanish
Native or Bilingual

Timeline

Customer Service Representative/ Team Lead

Vimo Inc
07.2024 - 05.2025

OVS/ Outbound Verification Specialist

Instant Teams
12.2023 - 05.2024

Cashed/Teller

AR Financial
08.2019 - 11.2023

Cashier/Teller

CheckMax
07.2015 - 11.2018

Shift Manager/Teller

Atlanta Check Cashers
05.2011 - 05.2015

Certificate -

Interactive College of Technology

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