Annie Reynoso
Bronx,Ny
Summary
Experienced Customer Service Representative with a strong focus on effective communication, active listening, and analytical problem-solving. Committed to enhancing customer experiences by consistently employing service-oriented behaviors and understanding their desires. Skilled in providing customized solutions to build loyalty and ensure customer satisfaction.
Overview
13
13
years of professional experience
Work History
Part Time- Chat Support Representative
MoviePass
06.2023 - Current
- Monitored customer conversations and provided timely, knowledgeable assistance.
- Handled customer inquiries and suggestions courteously and professionally.
- Responded to customer inquiries and provided accurate information about products and services via live chat.
- Documented all customer information accurately in computer system, providing dated notes for future reference.
- Assisted team leader with coaching and mentoring new employees.
- Resolved customer complaints by identifying problems, suggesting solutions, and implementing corrective action.
- Asked open-ended questions to determine which products or services would be best fit for customer's needs.
- Assisted customers with Spanish-language inquiries in timely and professional manner.
- Overcame objections negotiated payments and helped customers regain or retain current account status.
- Created user accounts and assigned permissions.
- Developed exemplary writing skills through continued correspondence with upwards of 100+ customers per day
Customer Service Specialist- Web Qualifier
Nassau Candy
05.2023 - 09.2024
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Provided timely assistance to customers via 30 + calls daily, email, and live chat channels, ensuring a high level of professionalism at all times.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Review all leads generated by Drift's WebBot through live chat and prequalify them.
- Identify business needs by researching and speaking with customers to better understand objective and potential sales
- Confirmed all information and loaded details into Deacom ERP
- Assigned prospective customers to members of the sales team.
- Schedule meetings between the customer and the designated sales team representative as needed.
- Obtained customer registration information enabling them to shop on our websites.
- Responded to customer service tickets generated by Drift or assigned them to the appropriate customer service team member.
- Effectively respond to emails and Live Chat messages addressing requests for support
- Perform other duties and participate in other projects as needed by Management.
Customer Support Specialist
Senior Planet From AARP
02.2022 - 09.2023
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Troubleshoot problems with software, hardware, and networking for users.
- Responded to customer calls and emails to answer questions about products and services.
- Managed fast-paced call center work to assist a high volume of daily customers using multiple internal databases and systems.
- Responded to customer inquiries and provided technical assistance over the phone and via ZOOM.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Served customer account and technical needs across 50+ daily calls, consistently meeting productivity and quality targets
- Maintained and managed customer files and databases.
Customer Service Agent
AnaLuisa Jewelry
01.2021 - 02.2023
- Provided email and live chat support for over 100+ customers via Kustomer per day
- Assisted team leader with coaching and mentoring new employees.
- Trained new team members on live chat procedures and customer service protocols.
- Quickly learned how to maneuver e-commerce platforms like Shopify, Global E, Slack, and other internal platforms
- Handled a variety of issues including updating customer’s accounts and orders, facilitating checkout,
- Providing order updates, warranty issues, and assisting with product/sizing inquiries
- Conducted proper adjustments to accounts after thoroughly reviewing the accounts such as; bill canceling, billing secondary, adjustments, account discounts
- Able to learn quickly and learn new policies in a fast-paced environment where daily check-in meetings
- Handled over 30+ Social Media direct messages regarding shipping and product information
- Documented all customer information accurately in the computer system, providing dated notes for future reference.
- Maintain ongoing communication with contacts to assess symptoms, ensure compliance with quarantine, and determine social support needs and/or handle reporting of issues that arise
- Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction.
COVID-19 Contact Tracer
NYC Health and Hospitals
03.2020 - 01.2021
- Manage a high volume of calls utilize Salesforce, Folio, working independently answering and processing incoming and outgoing calls; providing detailed, personalized, friendly, and polite quality customer service
- Completed data entry to facilitate case interview and elicited close contacts into Salesforce immediately after obtaining
- Followed set protocol for contacting assigned newly diagnosed COVID-19
- Explained the importance of contact tracing to prevent disease transmission
- Communicated with documented COVID-19 patients and other exposed persons via phone calls, text, e-mail, and other platforms.
- Performed record-keeping by logging client information within secure contact-tracing software.
- And keep communities healthy
- Maintain ongoing communication with contacts to assess symptoms, and ensure
- Compliance with quarantine and determine social support needs and/or handle reporting of issues that arise.
- Engaged clients in health-related activities to enhance overall well-being.
Sales Manager
AT&T Mobility
04.2011 - 08.2020
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Increased sales revenue by developing and implementing effective sales strategies.
- Built long-lasting client relationships through excellent customer service and consistent follow-ups.
- Led a successful sales team by providing motivational coaching and performance-based incentives.
- Coached and supervised a team of 17+ employees, monitoring their performance to achieve monthly sales targets.
- Used UP and FAST tool apps to prospect for small businesses in the tri-state area.
- Created sales strategies that included bundled products and services to drive an 87% year-to-date growth from 2018.
- Establish a small business funnel for lead generation, easily accessible to my employees, resulting in over 65.8% yearly growth and a current attainment of 274%.
- Led the NY/NJ AT&T market with 91 new small business contracts in 2018 and projected 122 new contracts in 2019.
- Held weekly table events at multiple companies and locations to promote new products and services to create location foot traffic during downtime.
- Travel daily to meet with potential clients obtained through weekly prospecting events in New York and New Jersey.
- Organized regular sales meetings to review progress, share best practices, and set achievable targets for continued success.
Education
Bachelor's - Human Resources Development
Mercy College
New York, NY05.2026
Skills
- Salesforce
- Magento
- Kustomer
- Gorgias
- Zendesk
- Team Building
- Leadership Experience
- Online Chat
- CRM Systems
- Technical Support
- Order Processing
- Email Communication
- Customer Relations
- Data entry proficiency
- Quality assurance
- Customer Support
- Complaint Handling
- CRM Software
- Social Media Monitoring
Languages
Spanish
Native or Bilingual
Timeline
Part Time- Chat Support Representative
MoviePass
06.2023 - Current
Customer Service Specialist- Web Qualifier
Nassau Candy
05.2023 - 09.2024
Customer Support Specialist
Senior Planet From AARP
02.2022 - 09.2023
Customer Service Agent
AnaLuisa Jewelry
01.2021 - 02.2023
COVID-19 Contact Tracer
NYC Health and Hospitals
03.2020 - 01.2021
Sales Manager
AT&T Mobility
04.2011 - 08.2020
Bachelor's - Human Resources Development
Mercy College