Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
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Carolyn Avalos

Sierra Vista,AZ

Summary

Experienced customer service professional with strong communication skills and ability to handle high-volume inbound inquiries. Focused on team collaboration and consistently achieving results. Reliable and adaptable in dynamic environments. Proficient in problem-solving and maintaining positive customer experience.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Inbound Call Center Representative

Voya Financial
09.2022 - 04.2024
  • Respond to 70-90 phone calls per day, providing exceptional customer service in every interaction.
  • Assisting customers in navigating our products or services, addressing their questions, concerns and technical issues.
  • Maintained detailed records of customer interactions, transactions, and comments for future reference.
  • Recorded detailed notes during each phone interaction for future reference.
  • Enhanced communication skills through active listening, empathy, and clear verbal responses during customer interactions.
  • Utilized CRM systems effectively to log customer interactions accurately for future reference or follow-up actions.
  • Ability to work in a fast-paced, deadline-driver environment, including excellent multi-tasking skills.
  • Reduced call wait times by efficiently managing call queues and prioritizing urgent requests.
  • Answered phone with friendly greeting to create positive inbound calling experience for customers.

Front Desk Ticket Agent

Airport Valet Express
02.2014 - 03.2020
  • Provided exceptional customer service, resulting in numerous positive reviews and repeat business.
  • Managed multiple phone lines simultaneously while attending to walk-up customers without compromising service quality or speed.
  • Demonstrated adaptability during peak periods by multitasking effectively under time constraints, ensuring all tasks were completed efficiently.
  • Proven experience providing customer support in busy call center environment for public transportation company.
  • An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.
  • Greet transfer and hold calls, build rapport, listen, clarify and manage conversational flow, manage upset customers, conflicts and challenging situations.
  • Assisted travelers with special needs or requests during check-in process.
  • Maintained accurate records of daily transactions, ensuring proper accounting of all sales and refunds.
  • Verified passenger identification documents for international flights.
  • Responded to customer inquiries related to services or accommodations and promptly addressed issues or complaints.
  • Processed order transactions and provided customers with detailed itineraries, tickets, and receipts.

Education

Bookkeeping Certificate - Accounting Technology And Bookkeeping

Mexican American Opportunity Foundation (MAOF)
Bakersfield, CA
05-2014

High school or equivalent in GED -

Arizona Adult Education
Mesa, AZ
04.1995

Skills

  • Office Management
  • Data Collection
  • Inbound and Outbound Calling
  • Accounts Payable and Receivable
  • Bookkeeping
  • 10 Key 138 SPM
  • Microsoft Excel, Word, and Office
  • Typing 35 WPM
  • Data Entry
  • CRM Software Usage
  • Call decisioning
  • Administrative Support
  • Call Center Operations
  • Call handling techniques
  • Performance metrics

Certification

  • Bookkeeping
  • Clerical and Computer Office Certifications
  • Accounts Payable
  • Accounts Receivable
  • Budgeting
  • 10-Key 138 SPM
  • Clerical Skills
  • Collections
  • Filing: Alpha/Numeric
  • Excel Spreadsheets
  • Data Entry

Languages

Spanish
Full Professional

Timeline

Inbound Call Center Representative

Voya Financial
09.2022 - 04.2024

Front Desk Ticket Agent

Airport Valet Express
02.2014 - 03.2020

Bookkeeping Certificate - Accounting Technology And Bookkeeping

Mexican American Opportunity Foundation (MAOF)

High school or equivalent in GED -

Arizona Adult Education

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Carolyn Avalos