Brenda Villanueva
Customer Service Agent
Union City,NJ
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
8
8
years of professional experience
2
2
years of post-secondary education
5
5
Certifications
1
1
Language
Work History
Customer Service Agent
TransCore (The Panther Group Agency)
05.2024 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
- Addressed customer account discrepancies and concerns.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Service Representative
InquisitHealth
06.2022 - Current
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Caregiver
Private family
01.2019 - 01.2024
- Assisted clients with activities of daily living, promoting independence and quality of life.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Maintained a safe and clean environment for patients, reducing risks and ensuring optimal health outcomes.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Enhanced patient comfort by providing compassionate and attentive care, addressing individual needs and preferences.
- Assisted patients with self-administered medications.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
Preschool Teacher
Heavens Academy
08.2021 - 09.2022
- Gave one-on-one attention to children while maintaining overall focus on entire group.
- Designed creative lesson plans that incorporated hands-on activities and interactive learning experiences to foster curiosity and engagement in young learners.
- Developed weekly lesson plans and activities to engage children and promote learning.
- Applied play-based strategies to provide diverse approaches to learning.
- Observed children to identify individuals in need of additional support and developed strategies to improve assistance.
- Established positive communication with parents in daily conversation and formal conferences.
- Maintained organized, fun and interactive classroom to help children feel safe.
- Maintained accurate records of each child''s progress throughout the year using various documentation methods such as portfolios or tracking sheets.
Front Desk Receptionist
Optical Vision
04.2017 - 06.2018
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Collected room deposits, fees, and payments.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Completed all tasks in compliance with company policies and procedures.
- Developed strong working relationships with team members, fostering a positive work environment.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
Education
Associate - Early Childhood Education
06.2016 - 06.2018
- Honoree of [Honor Name]
- Awarded [Award Name]
- Dean's List [Semester and Year]
- Honor Roll [Semester and Year]
- 3.6 GPA
Bachelors Degree - Psychology
- Dean's List 2024
- Honor Roll 2024
Skills
Customer Service
Childcare
Python
Java
Typing
Microsoft Office
Communication skills
Public health
Diabetes care
Dietary department experience
Nutrition
Toddler Care
Early Childhood Education
Classroom Management
Teaching
AWS
JavaScript
C/C
Git
Word processing
Bilingual
Spanish
English
Computer skills
Sales
Cash register
Front desk
Home & community care
Nannying
Hospitality
Preschool experience
Retail sales
Home care
Home health
Organizational skills
Data entry
Crisis intervention
Working with people with developmental disabilities
Experience with children
Windows
Salesforce
Customer support
Microsoft Powerpoint
Microsoft Excel
Human resources
Google Docs
Marketing
Tutoring
Classroom experience
Experience working with students
Management
Organizational management
Behavioral health
EHR systems
Customer service
Call control
Decision-making
Information verification
Time management
Complaint handling
Case management
Empathetic and genuine
Outstanding communication skills
Active listening
Customer complaint resolution
Task prioritization
Problem resolution
Live chat support
Call center experience
Inbound customer service
Microsoft office suite proficiency
Team collaboration
Typing speed
Information updates
Customer relations
Inbound call management
Adaptability and flexibility
Payment processing
Exemplary work ethic
Certification
CPR, 05/01/14, Present
Personal Information
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
Accomplishments
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Cashier - Achieved highest Number of new credit accounts opened within one-month period.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Resolved product issue through consumer testing.
Languages
English
Native or Bilingual
Timeline
Customer Service Agent - TransCore (The Panther Group Agency)
05.2024 - Current
Customer Service Representative - InquisitHealth
06.2022 - Current
Preschool Teacher - Heavens Academy
08.2021 - 09.2022
Caregiver - Private family
01.2019 - 01.2024
Front Desk Receptionist - Optical Vision
04.2017 - 06.2018
Hudson County Community College - Associate, Early Childhood Education
06.2016 - 06.2018
Southern New Hampshire - Bachelors Degree, Psychology