ALEJANDRO M BAEZ
Summary
Personable and dedicated Customer Service Specialist with extensive experience in customers relations and interaction. Diligent Customer Advocate Coordinator with a proven background in data entry and offering 10-year record in customer support and strong aptitude working with little supervision in remote environments. Competent in listening to customer needs, meeting quality standards and staying current on product and service updates.
Overview
27
27
years of professional experience
Work History
Customer Advocate Specialist
Alorica - Miami Lakes
Miami, FL
04.2021 - Current
- Engaged with customers and worked to resolve product and service issues.
- Performed extensive research on all inquiries and concerns to achieve complete client satisfaction.
- Maintained records of general customer service data as well as customer complaints and results using NorthStar .
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided every customer with top-notch service and satisfied each client's individual needs.
Customer Service Specialist
CVR Associates Inc.
Miami, FL
05.2019 - 12.2019
- Explained in great detail the process, status and results of annual and interim re-certification, transfers, inspections, abatement and other aspect of CVR's broad array of other activities associated with Voucher Services, Special Programs, Intake and Inspections.
- Explain in detail the reason for the termination of the HAP contract, and the procedural steps necessary for reinstatement in the program.
- Completed and full knowledge of the entire House Choice Voucher Program requirements, policies and procedures, and the ability to articulate that knowledge by answering a broad spectrum of program specific questions from owners and voucher holders.
Personal Lines Insurance Agent
Insurance nation
Miami, Florida
01.2018 - 02.2019
- Offered policy guidance and management to promote asset protection. Upsold new products to policyholders to suit individual needs.
- Researched and analyzed beneficial insurance and investment options and made recommendations to clients. Followed up with potential clients regarding online information requests.
- Researched coverage and premium options and supplied clients with the best coverage available.
- Verified clients received optimal coverage by thoroughly researching available providers and coverage and premiums.
Call Center Customer Service Rep
LogistiCare
Miami, Florida
02.2017 - 01.2018
- Accurately documented calls and caller information in LCAD software and made updates to data as needed.
- Addressed customer's complaint by researching and resolving concerns through effective listening while exercising sound judgment to maintain high levels of customer satisfaction.
- Responded promptly to general inquiries from members, staff and clients via, e-mail, voice-mail, and fax.
- Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
Media Logistic Coordinator - Special Projects
Discovery Channel Latin America
Miami, Florida
08.2016 - 01.2017
- Met with clients to ascertain project intent, requirements and budgets.
- Delivered high level of service to stakeholders in effort to extend partnerships for future project opportunities.
- Tracked costs and expenses for analysis against the original budget.
- Offered exceptional customer service to differentiate and promote the company brand.
Outside Sales Consultant
Sears Holdings, Inc.
Miami, Florida
01.2016 - 07.2016
- Provided an exemplary level of service to clients to both maintain and extend the relationships for future business opportunities.
- Participated in various incentive programs and contests designed to support achievement of production goals.
- Grew customer base by identifying needs to deliver relevant product solutions that met client budgets and schedules.
- Maintained strong understanding of competitors mission, offerings and presence in assigned territory.
Media Logistic Coordinator - Project Manager
Discovery Channel Latin America
Miami, Florida
08.2014 - 08.2015
- Updated records for customer and employees on a daily basis.
- Collaborated with cross-functional teams to draft project schedules and plans.
- Monitored team progress and enforced deadlines.
- Managed a project budget of $185,000. Drafted action plans and led meetings with department executives to review project status and proposed changes.
- Enter customer orders, vendor receipts, and invoices into offline system.
Manager - Digital Media Library
Discovery Channel Latin America
Miami, FL
04.1998 - 04.2014
- Managed and trained 13 coordinators and supervisor on best practices and protocols to ensure optimal productivity.
- Ensured supply and met demand by overseeing all raw media inventory for the broadcast facility.
- Developed systems and procedures to optimize efficiency and quality of daily programming inventory based on broadcasting schedule.
- Reviewed media engagement metrics and generated detailed reports.
- Identified appropriate key performance indicators, reporting on key metrics from digital campaigns.
Education
Florida Financial Services
2015
Upper sophomore - Engineering in electronics
York College
Skills
- Order processing
- Microsoft Office proficiency
- Customer Service
- Spanish
- Typing 35-WPM
- Customer Contact
- Research
- Excellent communication skills
- Inbound and outbound calling
- Computer-savvy
- Report generation
- Process optimization
- Troubleshooting
- Teamwork
Timeline
Customer Advocate Specialist
Alorica - Miami Lakes
04.2021 - Current
Customer Service Specialist
CVR Associates Inc.
05.2019 - 12.2019
Personal Lines Insurance Agent
Insurance nation
01.2018 - 02.2019
Call Center Customer Service Rep
LogistiCare
02.2017 - 01.2018
Media Logistic Coordinator - Special Projects
Discovery Channel Latin America
08.2016 - 01.2017
Outside Sales Consultant
Sears Holdings, Inc.
01.2016 - 07.2016
Media Logistic Coordinator - Project Manager
Discovery Channel Latin America
08.2014 - 08.2015
Manager - Digital Media Library
Discovery Channel Latin America
04.1998 - 04.2014
Florida Financial Services
Upper sophomore - Engineering in electronics
York College
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