Angelina Sierra
Levittown,PA
Summary
I consider myself to be a very energetic, well motivated, and goal orientated person. I strive to progress and further my knowledge, and I desire to obtain a career that continually challenges me and affords me the ability for growth.
Overview
5
5
years of professional experience
Work History
Call Center Representative
Foundever
Langhorne, PA
06.2022 - 10.2024
- Managed high-volume inbound calls, providing exceptional customer service and resolving inquiries efficiently.
- Assisted in training new representatives on call protocols and performance expectations to ensure operational consistency.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring customer satisfaction at all times.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with customers by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
Sr. Associate
BJ's Wholesale
Fairless Hills, PA
10.2021 - 04.2022
- Engaged positively with each customer, providing professional and polite support for sales and service needs.
- Delivered high level of service to customers to both maintain and extend relationships for future business opportunities.
- Trained and supported new team members, maintaining culture of collaboration.
- Increased customer service success rates by quickly resolving issues.
Office Assistant
Caring Hearts Home Care
Bristol, PA
02.2020 - 10.2021
- Greeted visitors or callers to handle questions or direct to appropriate staff.
- Organized files, developed spreadsheets, faxed reports and scanned documents to bolster organizational workflow.
- Collected payments, issued receipts and updated accounts to reflect new balances.
- Offered diverse clerical support to office team members, managed correspondence, answered telephone calls and tracked documentation.
- Dispersed incoming mail to correct recipients throughout office.
- Conducted office inventory checks and requested restock of supplies.
- Kept office records organized and supplies well-stocked for optimal team performance.
- Answered office phone and emails to schedule appointments, answer questions and document information.
Education
High School Diploma -
Bucks County Technical High School
Levittown, PA06.2021
Skills
- Business Writing
- Time Management
- Issue Resolution
- Appointment Scheduling
- Customer Service
- Clerical Support
- Organizing and Categorizing
- Mail Sorting and Distribution
- Verbal and Written Communication
- Problem-solving skills
- Data entry
- Customer service
- Calm disposition
- Computer skills
- Teamwork and collaboration
- Understanding customer needs
- Call center operations
Education and Training
Bucks County Technical
High School Diploma
06/21
Timeline
Call Center Representative
Foundever
06.2022 - 10.2024
Sr. Associate
BJ's Wholesale
10.2021 - 04.2022
Office Assistant
Caring Hearts Home Care
02.2020 - 10.2021
High School Diploma -
Bucks County Technical High School