Aviana Villarreal
Columbus
Summary
Customer Service Representative with 4+ years of experience in enhancing client satisfaction and retention through effective problem-solving and team collaboration. Proficient in training, Microsoft Office, and conflict resolution, with a strong focus on building customer relationships and optimizing service delivery. Committed to continuous improvement and leveraging skills in empathy and adaptability to contribute to a dynamic customer-centered environment. Known to be an organized and motivated employee, eager to apply time management and organizational skills in various environments. Goal-oriented worker with extensive experience in dedicated customer service. Remains highly poised, positive, and confident to thrive in fast-paced, customer-centered environments. Always focused on continual self-improvement to professionally represent the company. Strong presenter, communicator, and problem solver working effectively and productively with diverse customers and individual needs.
Overview
5
5
years of professional experience
Work History
Customer Support Representative
TTEC - Work From Home
03.2024 - 01.2026
- Addressed customer inquiries across chat platforms, enhancing satisfaction through expert support.
- Built strong customer relationships, leveraging product knowledge for exceptional service delivery.
- Contributed to team goals with effective decision-making and sound judgment.
- Maintained ticket handling standards, achieving high service levels and productivity.
- Resolved issues efficiently, leading to measurable improvements in customer experience.
- Analyzed recurring customer issues to develop comprehensive knowledge base articles, reducing repeat inquiries and improving response efficiency
- Partnered with cross-functional teams to optimize EMR system workflows and enhance user experience through targeted support solutions
- Pioneered new approaches to EMR troubleshooting, creating step-by-step guides that improved first-contact resolution rates
Customer Service Representative
Kaiser Permanente - Work From Home
08.2023 - 02.2024
- Resolved appointment and benefits issues, enhancing client satisfaction and retention.
- Facilitated sales calls, boosting team efficiency and appointment setting.
- Supported software rollout, contributing to business growth.
- Addressed customer inquiries, improving service quality.
- Coordinated document dispatch, ensuring timely customer communication.
- Streamlined customer support operations by coordinating between sales and technical teams, facilitating efficient client communication and enhancing service delivery.
- Managed multi-channel customer inquiries while maintaining detailed documentation of support cases and implementing systematic follow-up procedures.
- Resolved diverse issues through proactive problem-solving, while ensuring seamless communication between corporate clients and sales teams.
- Built strong relationships with sales professionals by effectively qualifying leads and coordinating appointment schedules to optimize sales pipeline.
- Orchestrated document distribution processes and maintained accurate client records while handling complex customer service requests.
Utility Production Member
Hostess Brands
Columbus
02.2023 - 07.2023
- Executed warehouse tasks, achieving 100% order accuracy at high speeds.
- Met 98% inspection standards by maintaining a clean work area.
- Handled inventory with precision, recording data manually.
- Organized storage for easy access, enhancing workflow efficiency.
- Operated equipment safely, ensuring compliance with regulations.
- Optimized production efficiency through proactive equipment maintenance and swift issue resolution, reducing downtime in manufacturing processes
- Coordinated with cross-functional teams to ensure seamless production flow, while adapting to changing priorities and maintaining safety protocols
- Monitored production metrics and quality parameters, implementing process improvements to enhance operational effectiveness
- Implemented preventive maintenance protocols for production equipment, minimizing downtime and enhancing manufacturing efficiency
CSR/Customer Service Associate
Walmart
Columbus
09.2021 - 12.2022
- Processed payments efficiently, reducing wait times and enhancing customer satisfaction.
- Maintained clean areas to boost productivity and customer experience.
- Guided customers with product advice, enhancing their shopping experience.
- Trained new hires in cash handling and customer service, improving team performance.
- Fostered team excellence by mentoring new hires on operational procedures and implementing cross-departmental coverage strategies.
- Maintained precise cash handling procedures and rewards program administration while ensuring exceptional customer satisfaction levels.
- Provided comprehensive product guidance and promotional information to customers, enhancing their shopping decisions and store loyalty.
- Developed versatile skill set across multiple departments, enabling flexible staffing solutions and continuous store operations.
Customer Service Associate
Arby's
Columbus
03.2021 - 09.2021
- Ensured cleanliness and order in customer areas, enhancing dining experience.
- Efficiently processed payments, improving transaction speed and accuracy.
- Resolved customer complaints promptly, boosting satisfaction and loyalty.
- Communicated orders clearly, ensuring accuracy and minimizing errors.
- Collaborated with team to maintain high service standards and customer satisfaction.
- Streamlined order processing and customer service operations while maintaining high accuracy in transactions and food preparation, enhancing overall service efficiency.
- Implemented rigorous quality control measures for food safety and cleanliness standards, ensuring consistent compliance with health regulations.
- Coordinated with kitchen staff to optimize order fulfillment times and maintain product quality during peak service hours.
- Developed efficient systems for inventory management and workspace organization, reducing preparation time and minimizing waste.
Education
High School Diploma -
Kendrick High School
Columbus, GASkills
- Problem Solving
- Time Management
- Microsoft Office
- Sales
- Team Leadership
- Training
- Customer Relations
- Conflict Resolution
- Empathy
- Adaptability
- Analytical Thinking
- Relationship Building
- Process Improvement
- Strategic Planning
- Project Coordination
- Customer Advocacy
- Workflow Management
- Customer Engagement
Timeline
Customer Support Representative
TTEC - Work From Home
03.2024 - 01.2026
Customer Service Representative
Kaiser Permanente - Work From Home
08.2023 - 02.2024
Utility Production Member
Hostess Brands
02.2023 - 07.2023
CSR/Customer Service Associate
Walmart
09.2021 - 12.2022
Customer Service Associate
Arby's
03.2021 - 09.2021
High School Diploma -
Kendrick High School