Aurora Rosas Velasco
Hollister,CA
Summary
Highly efficient customer service agent well established in fast-paced and challenging environments. Eager to learn with aptitude for applying new knowledge with skill and efficiency.
Overview
11
11
years of professional experience
Work History
Community Disputes Associate
Poshmark
07.2022 - Current
- Enhanced team productivity by streamlining communication and implementing efficient project management tools.
- Developed strong client relationships through timely and thorough follow-up on inquiries and concerns.
- Optimized departmental processes with the implementation of innovative strategies, resulting in improved efficiency and reduced costs.
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Answered customer telephone calls and emails promptly to avoid on-hold wait times.
- Uphold a high standard of customer service, ensuring a positive experience for users throughout the dispute resolution process.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
- Maintained high levels of customer satisfaction through
- Empathetic listening, timely problem resolution, and personalized attention.
- Entered information quickly and accurately
Administrative Assistant
Pride Conveyance Systems
Jan.2021 - Jul.2022
- Enhanced office efficiency by streamlining administrative processes and implementing organizational systems.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Drafted correspondence and other documents for CEO and department heads in company's voice.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
Customer Service Representative
North Coast Medical
07.2015 - 09.2020
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Participated in ongoing training sessions, continuously enhancing product knowledge and customer service skills.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Retained customers considering cancellation by addressing their concerns, offering alternative solutions, and showcasing the value of our products and services.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
- Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
Administrative Assistant
Fireclay Tile
08.2012 - 07.2015
- Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Organized office events such as holiday parties or team-building activities, promoting a positive company culture and boosting employee morale.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Executed record filing system to improve document organization and management.
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
- Scheduled office meetings and client appointments for staff teams.
Education
High School Diploma -
Gilroy High School
Gilroy, CA06.2008
Skills
- Data Entry
- Customer Service
- Flexible Schedule
- Computer Skills
- Record and File Management
- Multiple Priorities Management
- Oral Communication
- Decision-Making
- Customer Interaction
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Community Disputes Associate
Poshmark
07.2022 - Current
Administrative Assistant
Pride Conveyance Systems
Jan.2021 - Jul.2022
Customer Service Representative
North Coast Medical
07.2015 - 09.2020
Administrative Assistant
Fireclay Tile
08.2012 - 07.2015
High School Diploma -
Gilroy High School