Ashleimy Brown Olivo
Orlando
Summary
Hardworking employee enthusiastic about learning the field inside and out. Pursues opportunities to learn new skills and contribute to group success. Offers strong administrative, relationship-building, and problem-solving abilities.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Service Center Specialist II
Cox automotive
07.2018 - Current
- Handles all incoming calls into the toll-free ESC contact number and determines if they need to be transferred to a Specialist
- Creates tickets for customers calling the ESC and strives to assist the customer with a first call resolution either themselves or by escalating the call to a Specialist
- Responsible for responding and resolving general payroll, benefit and leave customer inquiries
- Follow up on outstanding issues to ensure resolution, keep customers informed on the status of research and closes Service Now ticket when complete if applicable
- Submits Kronos and PeopleSoft access changes
- Provides online navigation assistance for customers and utilizes the Bomgar tool to effectively identify and resolve the problem
- Keeps abreast of changes in local, state, and federal laws; changes policy and/or contract language as they pertain to the payroll function
- Responsible for securing, safeguarding, and keeping confidential employee information as required by our, 'Personally Identifiable Information Security Policy' and all other company data privacy requirements
- Managed high call volume calmly and professionally, consistently meeting or exceeding performance targets.
- Implemented feedback from regular performance reviews, continuously improving service delivery standards.
- Mentored new team members, sharing best practices for success in the role while fostering a supportive work environment.
- Elevated customer loyalty by effectively managing escalated calls with empathy, patience, and professionalism.
Receptionist Supervisor
Teruya & Sterling
03.2015 - 07.2018
- Train direct reports in company procedures and policies
- Vast experience in working as a receptionist for a law firm
- Sound knowledge of the telephone system
- Ability to multitask and handle multiple phone lines
- Draft, mail, present, open, and close contracts
- Ability to process payments through QuickBooks
- Scheduled Prep-sessions and declarations for clients
- Files in court
- Translator.
- Resolved conflicts swiftly, utilizing mediation skills to maintain a harmonious working environment for all employees.
- Managed phone system effectively, directing calls appropriately to minimize disruptions in the workplace.
- Reduced wait times for clients with effective appointment scheduling and prioritization of tasks.
Education
Associates of Arts -
Valencia Community College
Orlando, FL06.2013
Skills
- Bilingual: English & Spanish
- Computer skills: Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Quickbooks, Mycase, Google voice, Google Calendar, Kronos, Peoplesoft, service station, Workday
- Flexible schedule
- Organized
- Multitasking and Organization
- Handling Customer Complaints
- Empathetic
- Professionalism and Work Ethic
- Active listening techniques
- Call center experience
- Complaint Handling
- Quality assurance standards
- Strong Work Ethic
- Customer Service
Certification
National Professional Certification in Customer Service, 325 7th Street NW, Suite 1100, DC, 05/01/11
Fluent both in Spanish and English
Write,speak and read
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Service Center Specialist II
Cox automotive
07.2018 - Current
Receptionist Supervisor
Teruya & Sterling
03.2015 - 07.2018
Associates of Arts -
Valencia Community College