Summary
Overview
Work History
Education
Skills
Websites
Work Availability
Quote
Timeline
Generic

Carmen Tanon

Caguas,PR

Summary

Driven and proven successful at achieving established targets and team goals. Personable and professional communicator with fluency in Spanish. Proactive Customer Service Representative with expertise delivering support services and resolving customer complaints. Trained in support software and deescalation techniques. Demonstrated competencies in operating multi-line phone systems, taking orders and updating documentation.

Overview

25
25
years of professional experience

Work History

Specialist Bilingual Account Manager

Synchrony
Guaynabo, PR
12.2021 - 03.2022
  • Analyzed account details such as profile, sales data and client comments to enhance understanding of effectiveness and client needs.
  • Educated clients on procedures and updated account information to maintain high standards of client service.
  • Reinvented team interaction with prospective clients by developing innovative and creative sales pitch.
  • Followed-through on all critical inter departmental escalations to increase customer retention rates.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Trained new personnel on policies, operating procedures and company services.
  • Cross trained and backed up customer service managers.
  • Handled over 60 calls per day to address customer inquiries and concerns.

Bilingual Customer Service Representative

Synchrony
Guaynabo, PR
04.2018 - 12.2021
  • Communicated with management when customer issues escalated and worked to find resolutions.
  • Identified and responded to customer requests and concerns through email, online chat and phone for both English and Spanish-speaking customers.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Answered over 1339 calls per month in busy, fast-paced office for both English and Spanish-speaking customers.
  • Achieved and maintained departmental performance standards.
  • Achieved outstanding ratings on Phone Handle Time (PHT) CCT 2.35 and Quality 2.00 and Voice of Customer (VOC) 2.31.
  • Upsold or cross-sold products and services when appropriate to fulfill customer needs or provide additional benefits.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Effective liaison between customers and internal departments.
  • Maintained up-to-date knowledge of product and service changes.
  • Delivered prompt service to prioritize customer needs.
  • Responded proactively and positively to rapid change.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 2.60.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

Bilingual Customer Service Representative

Atento Puerto Rico
Caguas, PR
04.2017 - 12.2021
  • Resolved concerns with products or services to help with retention and drive sales.
  • Answered up to 90 calls per day in busy, fast-paced office for both English and Spanish-speaking customers.
  • Communicated with management when customer issues escalated and worked to find resolutions.
  • Achieved outstanding ratings on Email Handle Time (EHT), Chat Handle Time (CHT), Phone Handle Time (PHT) and Quality and Voice of Customer (VOC).
  • Educated customers about billing, payment processing and support policies and procedures.

PSE Clerk

USPS
San Juan, PR
11.2017 - 01.2018
  • Sorted mail according to size, shape, and destination.
  • Sorted and placed mail into mailboxes and post office boxes with high levels of accuracy.
  • Provided service and sales to walk-in customers.
  • Used automated mail processing equipment to sort and collate mail.
  • Loaded letters onto processing equipment, removed non- process able letters and maintained continuous sorting feed.
  • Weighed letters and packages and calculated costs based on classification, weight and destination.

Assistant Store Manager

Sears
San Juan , PR
03.2000 - 05.2016
  • Maintained positive customer relationships by responding quickly to customer service inquiries.
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
  • Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
  • Supervised 35- 50 employees and evaluated staff, enabling them to improve skills, achieve daily objectives and attain advancement.
  • Interviewed, hired and trained staff associates and equipped to comply with company policies and procedures.
  • Rotated merchandise and displays to feature new products and promotions.
  • Coached over 40 sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
  • Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
  • Promoted professional growth and facilitated talent development of each associate to drive performance excellence.
  • Walked through store areas every daily to identify and proactively resolve issues negatively impacting operations.
  • Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals.
  • Met or surpassed business targets regularly through employee engagement and forward-thinking planning.
  • Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.

Education

Master of Arts - Marketing

Inter American University of Puerto Rico Metropolitan Campus
San Juan, PR

Bachelor of Arts - Business Administration And Management

Inter American University of Puerto Rico Metropolitan Campus
San Juan, PR

Skills

  • Efficient and Detail-Oriented
  • Calm and Professional Under Pressure
  • Order and Refund Processing
  • POS Systems and Ordering Platforms
  • Upbeat and Positive Personality
  • Creative Problem Solving
  • Understanding Customer Needs
  • Multitasking and Prioritization
  • De-escalation Techniques
  • Team-Oriented and Cooperative
  • Patient and Empathetic
  • Strong Analytical and Problem Solving Skills
  • Proactive Self-Starter
  • Excellent Attention to Detail

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse

Quote

Good judgment comes from experience. Experience comes from bad judgment.
Jim Horning

Timeline

Specialist Bilingual Account Manager

Synchrony
12.2021 - 03.2022

Bilingual Customer Service Representative

Synchrony
04.2018 - 12.2021

PSE Clerk

USPS
11.2017 - 01.2018

Bilingual Customer Service Representative

Atento Puerto Rico
04.2017 - 12.2021

Assistant Store Manager

Sears
03.2000 - 05.2016

Master of Arts - Marketing

Inter American University of Puerto Rico Metropolitan Campus

Bachelor of Arts - Business Administration And Management

Inter American University of Puerto Rico Metropolitan Campus

Similar Profiles

CREATE PROFILE
Carmen Tanon