Anfernee De La Rosa
The Bronx,NY
Languages
Spanish
Professional Working
Overview
8
8
years of professional experience
Skills
- Creative Problem Solving
- Verbal and Written Communication
- Calm and Professional Under Pressure
- Multitasking and Prioritization
- Efficient and Detail-Oriented
- Upbeat and Positive Personality
- Proactive Self-Starter
- Patient and Empathetic
- Time Management
- Team-Oriented and Cooperative
- Recruitment Strategies
Work History
Specialist
Apple
Yonkers, NY
03.2022 - Current
- Collaborates with peers to elevate and meet results.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Exhibited high energy and professionalism while managing ambiguity in fast paced work environments.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Sought ways to improve processes and services provided.
Specialist
Apple
Elmhurst, NY
05.2019 - 02.2022
- Facilitated new employee orientations to foster positive team attitude.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Trained new personnel regarding company operations, policies and services.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with leadership members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Delivered excellent customer service, resulting in consistent 93% Average NPS rating.
RCC Online Order Support Specialist
Apple
Remote, NY
09.2020 - 05.2021
- Provided exceptional customer focus through chat by supporting customers with concerns on online order status.
- Effectively translated tech-speak, billing, shipping, and eCommerce jargon into everyday, understandable terms.
- Leveraged multiple sources of information to provide timely solutions to customers who needed sales or repair support.
- Maintained composure and positivity during high-stress/fast paced workloads while remaining self driven and passionate about solving complex issues.
- Handled 45 chats per day, up to 2 interactions at once to address customer inquiries and concerns.
Assistant Site Supervisor
Greater Ridgewood Youth Council
Elmhurst, NY
09.2015 - 12.2019
- Created weekly and monthly reports and presentations for management team.
- Developed recruiting strategies to identify qualified candidates and build network.
- Verified applicant references and employment details.
- Collaborated with parents, school faculty and social workers to address problems and grow student success.
- Empowered students through counseling and skill-building exercises.
- Increased participant attendance by 22% by surveying and implementing new activities for participants to engage in.
Education
High School Diploma -
High School For Environmental Studies
New York, NY06.2014
Timeline
Specialist
Apple
03.2022 - Current
RCC Online Order Support Specialist
Apple
09.2020 - 05.2021
Specialist
Apple
05.2019 - 02.2022
Assistant Site Supervisor
Greater Ridgewood Youth Council
09.2015 - 12.2019
High School Diploma -
High School For Environmental Studies