Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

ANNA PEREZ

Pensacola,FL

Summary

I thrive to service customers, respectfully and provide assistance with their needs. I will go above and beyond to accomplish their needs and give them satisfaction on our services

Overview

45
45
years of professional experience

Work History

Customer Service Representative

Capagemini
07.2015 - 08.2025
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.

Supervisor

Synergy Solution
01.2011 - 01.2015
  • .Started as an agent, within a month I was promoted to Quality Coach Assistance and within a year I was promoted to Supervisor.
  • Gave

Front Desk Clerk

Bay Beach Inn
07.2009 - 12.2010

Customer Service Quality Control Supervisor

Altwell, Inc
04.2002 - 06.2007
  • In charge of a group of ten to twelve persons, had to monitor the job on a daily basis, to ensure the quality of the manufacturing of the displays and foreseeing that everything that the client had made specific order for their displays for the stores, were properly constructed.
  • Had to provide feedback to the Plant Manager and Customer Service Manager regarding the order that were put in had been completed during the day and what if anything had gone wrong or was not completed during the day.
  • I was in charge of informing the client that their order was completed and when they would be shipped to their destination

Head Secretary of the Firm

Law Firm Ron Menendez
08.1980 - 03.2002
  • Head Secretary of the firm. Was in charge of a group of ten Secretaries, had to monitor on a daily basis, to ensure the quality of their performance. Had to file motions to the court and assure proper delivery to other Law Firms
  • Provided daily leadership, guidance and motivation to a team of CCR's on a daily basis
  • Conducted daily and weekly meetings with team as needed to provide updates on scripting, program requirements, changes and expectations.
  • Managed team closely to ensure company and client requirements are being followed
  • Held staff accountable to client specific quality and performance goals and requirements under direction of the Center Manager
  • Coached and developed staff in all their duties and responsibilities with special focus on proper handling of calls
  • Monitored CCR's consistently each day and provided prompt and applicable coaching
  • Participated in and assisted with client monitoring sessions as needed
  • Handled escalation calls for CCR's as needed, filling in on other teams when necessary
  • Enforced company policies and administered corrective action documentation and counseling sessions with CCR's and Quality up to and including termination, under direction of the Center Manager and Human Resources
  • Assisted Human Resources and Center Manager as needed with personnel issues and investigations
  • Effectively managed dialing and data system throughout the day along with Shift and Center Manager
  • Provided backup support to other managers as needed
  • Responsible for starting, rebooting and shutting down of systems as well as opening and closing of the facility based on schedule and business needs
  • Attended and assisted with client visits as needed
  • Completed and submitted daily timesheets
  • Completed and maintained attendance point tracker, keeping up to date on and all applicable corrective action
  • Reviewed payroll and hours reports with CCR's every Monday, collected their signatures and submitted changes to HR as needed prior to payroll processing
  • Reviewed payroll spreadsheet every other Monday as a high priority, ensuring all CCR's signed off on their hours, then submitted any correction promptly to Human Resources for correction by Monday afternoon
  • Interviewed and selected applicants utilizing our standardized interview guide as needed

Education

Associate - undefined

I.C.P.R. JR COLLEGE
08.1980

Skills

  • Work well in a fast pace team environment
  • Excellent computer skills
  • Problem solving skills
  • Strong organizational skills
  • Strong comprehension skills
  • Flexibility with scheduling and work hours
  • Goal-oriented
  • Strong communication skills
  • Speak three languages (English, Spanish and Portuguese)
  • Proficient in Outlook, Word and Excel
  • Great attention to details
  • Goal oriented
  • Customer service
  • Attention to detail

Languages

Spanish
Native or Bilingual

Timeline

Customer Service Representative

Capagemini
07.2015 - 08.2025

Supervisor

Synergy Solution
01.2011 - 01.2015

Front Desk Clerk

Bay Beach Inn
07.2009 - 12.2010

Customer Service Quality Control Supervisor

Altwell, Inc
04.2002 - 06.2007

Head Secretary of the Firm

Law Firm Ron Menendez
08.1980 - 03.2002

Associate - undefined

I.C.P.R. JR COLLEGE

Similar Profiles

CREATE PROFILE