Brendy Lara
Norwalk
Summary
Dynamic customer service professional with extensive experience at Coursera, excelling in remote support and problem-solving. Proven track record of enhancing customer satisfaction through effective communication and proactive issue resolution. Skilled in call center operations and live chat support, consistently achieving high service quality and fostering team collaboration.
Overview
12
12
years of professional experience
Work History
Advance Support Representative
Coursera
09.2020 - 01.2024
- Maintained high levels of customer satisfaction with proactive follow-ups and clear communication.
- Help support representatives to ensure a consistent level of service quality across the team.
- Conducted regular reviews of support/escalation tickets to identify patterns and opportunities for optimization.
- Managed escalated customer complaints, working closely with management to achieve satisfactory resolutions.
- Analyzed support trends to identify areas for improvement, implementing changes for better service delivery.
- Enhanced customer satisfaction by resolving technical issues and providing timely solutions.
Customer Service Representative
Conduent/UPS
02.2020 - 09.2020
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
Chat Support Representative/Temp Sup/Temp QA
Walmart.com
09.2018 - 01.2020
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
- Retained detailed records of all chat support interactions, ensuring optimal documentation for quality assurance purposes.
- Conducted thorough research to provide accurate information, ensuring prompt resolution of customer concerns.
- Resolved technical issues for customers by utilizing comprehensive knowledge of company products and services.
- Achieved high levels of customer satisfaction by consistently meeting or exceeding response time targets.
- Identified opportunities for automation, implementing script-based tests to minimize manual effort and increase accuracy.
- Expanded team knowledge base, mentoring junior QA analysts on best practices and industry standards.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
Customer Service Representative
Alorica
01.2016 - 09.2016
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
Receptionist/Administrative Assistant
Banco Industrial
07.2012 - 09.2015
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Handled electronic transactions.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
- Managed multiple tasks and met time-sensitive deadlines.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
- Facilitated positive customer experiences by resolving complaints and inquiries promptly and professionally.
Education
BBA - 4 Semesters
Mariano Galvez De Guatemala
Guatemala CASkills
- Customer satisfaction
- Remote support
- Organization
- Call center experience
- Live chat support
- Email support
- Customer service
- Problem-solving
Languages
Spanish
English
Timeline
Advance Support Representative
Coursera
09.2020 - 01.2024
Customer Service Representative
Conduent/UPS
02.2020 - 09.2020
Chat Support Representative/Temp Sup/Temp QA
Walmart.com
09.2018 - 01.2020
Customer Service Representative
Alorica
01.2016 - 09.2016
Receptionist/Administrative Assistant
Banco Industrial
07.2012 - 09.2015
BBA - 4 Semesters
Mariano Galvez De Guatemala
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