Summary
Overview
Work History
Education
Skills
Timeline
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Claritza Pellot

Wimauma,FL

Summary

Efficient with strong background in providing exceptional customer service and support. Leveraged problem-solving skills to enhance service delivery and improve customer satisfaction. Demonstrated expertise in conflict resolution and effective communication.

Overview

31
31
years of professional experience

Work History

HUB Service Specialist II

Baxter Credit Union
03.2021 - Current
  • Promote credit union products and services
  • Provide first contact resolution by using all resources
  • Process loan and credit card payments, reversals, and adjustments
  • Answer CCSS and Message Center inquiries
  • Assist member with online banking navigation via Omni Browse
  • Convert maturing CD's into new CD selection
  • Identify if client is a victim of Identity Theft and assist with necessary steps to file a report
  • Assist member with reporting credit card and debit card fraud claims
  • Assist member with reporting credit card and debit card dispute claims
  • Identify if transferred call is a fraudster or the actual member calling for account information
  • Assist frontline with inquiries on check release and fraud claim updates
  • Identify ATO accounts and assist member with new membership application
  • Work closely with Accounts Protection in reference to all fraud activity on accounts
  • Cancel and reorder compromised debit and credit cards

Finance Accounts Receivable Specialist

VA Claim Pros
11.2018 - 06.2020
  • Consult payment options with veterans according to their balance and create payment contracts
  • Call veterans to collect delinquent payments
  • Answer veteran account inquiries via phone for inbound and outbound calls
  • Upload documents sent by veterans onto their individual profiles
  • Answer inquiries in reference to claimed medical disabilities for current invoiced claims

Client Care Specialist

VA Claim Pros
11.2018 - 06.2020
  • Follow up with veterans in reference to their email inquiry via outbound calls and emails
  • Keep records of veteran feedback, interactions, inquiries, and actions taken
  • Ensure appropriate changes and actions were taken to resolve veteran dilemmas
  • Maintain daily quota of inbound and outbound calls

Customer Service

Loreal USA Corporate
01.2003 - 05.2017
  • Confer with customers by telephone to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
  • Serve as translator between upper management and consumers for sensitive legal cases
  • Edit selected instruction sheets for hair color products to make sure appropriate translation, verbiage, and grammar is used in the Spanish language
  • Assist colleagues, management, and supervisors in writing letter and email responses for Spanish speaking consumers
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
  • Reply to consumer inquiries via e-mail and written form; while also following up with outbound calls
  • Check to ensure that appropriate changes were made to resolve customers' problems
  • Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems
  • Train colleagues in procedures and system documentation for Spanish speaking consumers while also updating company SOP manual with same
  • Provide relay service for hearing-impaired users

Customer Service & Emergency Dispatcher

Elizabeth Town Gas
06.1997 - 07.2002
  • Provide relay service for hearing-impaired users
  • Register incoming customer calls in reference to gas leaks, carbon monoxide leaks, household pipe bursts, etc
  • Responded to incoming calls regarding gas bill inquiries, and recalculated estimated bills according to
  • Enter consumers meter readings into billing system
  • Dispatched emergency personnel to respond to reported gas leaks, carbon monoxide leaks and incoming emergencies
  • Scheduled responders for their daily work load

Ticket Agent

Scandinavian Airlines
04.1994 - 07.1997
  • Inform clients of essential travel information, such as travel times, transportation connections, and medical and visa requirements
  • Maintain computerized inventories of available passenger space and provide information on space reserved or available
  • Examine passenger documentation to determine destinations and to assign boarding passes
  • Provide boarding or disembarking assistance to passengers needing special assistance
  • Check baggage and cargo and direct passengers to designated locations for loading
  • Announce arrival and departure information, using public address systems
  • Trace lost, delayed, or misdirected baggage for customers
  • Provide clients with assistance in preparing required travel documents and forms
  • Re-booked cancelled flights to connecting flights with other Airlines

Education

A.A.S. - Surgical Technology

Berkeley College
Clifton, NJ
09.2016

Skills

  • Surgical techniques
  • CPR
  • Use of AED
  • Universal precautions
  • SHE Fire Extinguisher
  • Bloodborne Pathogens
  • Hazardous Communications
  • MSDS
  • Fluent in Spanish
  • Medical Terminology
  • Microsoft word
  • Excel
  • Powerpoint
  • Outlook

Timeline

HUB Service Specialist II

Baxter Credit Union
03.2021 - Current

Finance Accounts Receivable Specialist

VA Claim Pros
11.2018 - 06.2020

Client Care Specialist

VA Claim Pros
11.2018 - 06.2020

Customer Service

Loreal USA Corporate
01.2003 - 05.2017

Customer Service & Emergency Dispatcher

Elizabeth Town Gas
06.1997 - 07.2002

Ticket Agent

Scandinavian Airlines
04.1994 - 07.1997

A.A.S. - Surgical Technology

Berkeley College

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Claritza Pellot