Amanda Perez-Eizmendiz
Miami,FL
Summary
Adept at managing high call volumes and complex issues, I enhanced customer satisfaction significantly at Pizza Hut Call Center. Skilled in problem-solving and customer support, my expertise in data entry and calm demeanor contributed to resolving inquiries efficiently, promoting positive behavior changes, and preventing escalations at My Kid Therapy Center.
Overview
6
6
years of professional experience
Work History
Call Center Representative
Manny Fuentes
07.2020 - Current
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
Registered Behavior Technician
My Kid Therapy Center
11.2018 - 02.2020
- Promoted positive behavior change by utilizing reinforcement strategies, token economies, and behavior contracts.
- Improved client behavior by implementing individualized ABA therapy plans and tracking progress.
- Observed, monitored and recorded problem behaviors through accurate behavior-consequence data collection, graphs, and anecdotal notes.
- Prevented instances of maladaptive behavior escalation using de-escalation techniques while maintaining a safe environment for both staff members and clients alike.
Education
Master of Science - Early Childhood Education
Florida International University
11200 SW 8th St Miami, FL 3319905.2024
Bachelor of Science - Psychology
Florida International University
Miami, FL05.2018
Skills
- Problem-solving skills
- Customer Support
- Data Entry
- Customer Service
- Resolving issues
- Verbal and written communication
- Call Control
- Answering questions
- Complaint resolution
- Appointment Scheduling
- Payment Processing
- Gathering information
- Calm disposition
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Call Center Representative
Manny Fuentes
07.2020 - Current
Registered Behavior Technician
My Kid Therapy Center
11.2018 - 02.2020
Master of Science - Early Childhood Education
Florida International University
Bachelor of Science - Psychology
Florida International University