Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Alicia Ledezma

Phoenix,AZ

Summary

Objectives

Seeking employment that allows me to grow professionally, while being able to utilize my skills for the betterment of the organization with the best use of my dedication, determination and resourcefulness.


Summary of Qualifications

  • Responsible and dedicated talent for quickly learning new positions and adapting to new environments
  • Flexible, versatile, and highly trainable
  • Ability to work well and perform under pressure and strict deadlines
  • Works well in a team environment or independently
  • Ability to read and write in Spanish fluently
  • Exceptional customer service skills
  • Excellent phone etiquette
  • Ability to solve problems with little or no guidance
  • Asks questions
  • Dedicated customer service
  • Professional with knowledge of service delivery and proven multitasking abilities
  • Committed to maintaining professional relationships to increase consumer experience and service

Overview

14
14
years of professional experience

Work History

Bilingual FFM ARC CSR III

Maximus Federal Services
04.2024 - Current
  • Review and asses escalated cases to facilitate the resolution of complex case scenarios issues.
  • Multi task utilizing a verity for systems and resources to identify the appropriate path to effectively resolve and address each case.
  • Guided customers to create and manage their online account.
  • Participated in a system pilot program, providing feedback regarding identified system issues and or possible resolutions.
  • Utilize problem-solving techniques involving a systematic process to identify, analyze, and resolve issues.
  • Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
  • Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.

CSR I Dual Bilingual, CCO

Maximus Federal Services
09.2022 - Current
  • Provided primary customer support and information to customers.
  • Developed community reputation through commitment to customer satisfaction and strong client relationships


CSR I Bilingual Marketplace

Maximus Federal Services
11.2021 - Current
  • Maintained consumer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered inquiries promptly to avoid on-hold wait times.
  • Answered constant flow of calls with minimal wait times.
  • Offered information and assistance paying attention to special needs or wants.

Escrow Assistant

Old Republic Title Agency
03.2016 - 11.2021
  • In this position I was responsible for providing administrative support and clerical duties involved in the opening, closing and maintenance of escrow accounts
  • Managing client files and properties Process escrow documents and initiate the process Communicate with clients on behalf of the escrow officer Compiling and processing escrow instruction packages Acting as a liaison between the customer and parties involved in transactions Answer client questions and convey important information Research public records Organizing travel and itineraries Scheduling appointments Gather client and financial information Handle funds Enter data Respond to information request on a timely manner Ability to multitask and problem solve
  • Obtained documents such as proof of insurance and HOA statements.
  • Maintained open communication with lenders, brokers and borrowers.

Floating Office Manager

Mega Furniture
06.2011 - 03.2016
  • In this position I was responsible for directing all merchandising and operational functions for stores valley wide in order to achieve or exceed planned sales and profits
  • Ensure proper merchandise presentation, inventory levels, assortments, and signing through a cooperative effort with the Distribution Center, Operations Department, Merchandising Department, and the Planning &
  • Allocation Department
  • Execute Standard Merchandising Procedures (SMP), Seasonal Layouts and other corporate merchandising directives when placing merchandise on the appropriate fixture
  • Place signs in department or on designated features as directed Ensure that the store is properly staffed by maintaining high standards in the recruitment and selection of associates, by providing thorough training, and by maintaining a quality work environment that encourages the retention and development of talented associates Ensure that guests receive outstanding service by providing an attractive shopping environment and knowledgeable, friendly associates who are responsive to guest needs Perform other related duties and special projects as may be assigned from time to time by management Knowledge of company services and products, policies, and practices
  • Ability to communicate with individuals at all levels in the company and with various business contacts outside of the company, in an articulate, professional manner
  • Ability to physically work side by side with associates on the sales floor
  • Ability to Explain financing options once information is gathered from the customer Update customers in regards to their purchase orders with details regarding delivery time frames, answer questions and follow up with any concerns Process daily sales reports and confirm all information entered by fellow associates is correct Attend bi-weekly meetings for company policy changes, updates, new inventory arrivals, and discounts

Education

Valleywise Health Medical Center
Phoenix, AZ
2015

High School Diploma -

Metro Tech High School
Phoenix, AZ
2005

Some College

Maricopa Community Colleges - Glendale Community College
Glendale, AZ

Skills

  • Technical Skills
  • Microsoft Outlook
  • All Microsoft Windows Programs
  • Internet navigation
  • Interpretation and Translation Services
  • Needs Assessment
  • Customer Account Management
  • Efficient and Detail-Oriented
  • Data Entry and Maintenance
  • Responding to Difficult Customers

References


Abigail Soto (602) 568-5574,  (928) 482-5395

Supervisor, Maximus FED


Elsa Pacheco 602 - 718-1378

Supervisor, Maximus FED


Sheila Christensen 602 - 586-3125

Supervisor, Maximus FED


Sarah Estrada 602-358-9745

Escrow Officer, Old Republic Title


David Patel 602-393-8301

Human Resources, MEGA Furniture


Joshua Daniels 714-553-6964

Volunteer Coordinator, Wesley Health Care Center

Timeline

Bilingual FFM ARC CSR III

Maximus Federal Services
04.2024 - Current

CSR I Dual Bilingual, CCO

Maximus Federal Services
09.2022 - Current

CSR I Bilingual Marketplace

Maximus Federal Services
11.2021 - Current

Escrow Assistant

Old Republic Title Agency
03.2016 - 11.2021

Floating Office Manager

Mega Furniture
06.2011 - 03.2016

Valleywise Health Medical Center

High School Diploma -

Metro Tech High School

Some College

Maricopa Community Colleges - Glendale Community College

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