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

years of professional experience

Certification

Work History

Service Center Specialist II

Cox automotive

Orlando, FL - 9800 Bachman Rd

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, FL

06.2013

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