Dicaurys Arias
Plainfield,NJ
Summary
Personable and reliable individual with excellent communication and problem-solving abilities. Understanding of customer satisfaction and adept at handling inquiries and resolving issues. Capable of fostering positive client relationships and contributing to team success.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Remote Customer Service Agent
Fresh Cosmetics
11.2023 - 01.2024
- Offer excellent Customer Service to ECOM customers via phone line and emails within SFSC
- Responsible for the communication with the consumers about orders inquiries, product questions, billing inquiry, loyalty program and any other customer related service
- Monitor SFSC emails daily throughout the day, answering all emails received from customers and assigning tickets to internal teams when necessary
- Initiate return requests, providing customers with return authorization numbers for unwanted merchandise
- Add or deduct Loyalty program points upon manager’s approval
- Escalate customer complaints to management
- Process claims via UPS so that Fresh may receive payment for lost or damaged merchandise
- Issue a credit or process a replacement for Fresh.com customer for returned, damaged or lost shipments
- Coverage when colleague is out by following daily tasks list and any other pending needed
- Process orders for some ECOM customers fresh.com
Customer Service Representative
Maximus
08.2022 - 10.2023
- Respond to customer inquiries via phone in a professional and empathetic manner
- Assist members with benefits, eligibility, claims status, enrollment, and general program information
- Accurately document all interactions in CRM systems according to compliance guidelines
- Verify caller identity and protect confidential information (HIPAA compliance)
- Resolve issues on first contact whenever possible; escalate complex cases appropriately
- Follow federal, state, and company policies and procedures
- Meet performance metrics such as quality scores, adherence, and productivity goals
- Educate customers on program rules, next steps, and available resources
- Handle sensitive or emotional situations with patience and professionalism
Customer Service Representative
Macy’s
08.2021 - 07.2022
- Assist customers with inquiries related to orders, returns, exchanges, billing, and rewards programs
- Provide support via phone, chat, email, or in person while delivering a positive customer experience
- Resolve complaints and concerns professionally, including escalations when needed
- Process returns, refunds, and adjustments accurately according to company policies
- Educate customers on Macy’s products, promotions, credit card benefits, and loyalty programs
- Maintain accurate documentation of customer interactions in internal systems
- Protect customer information and follow company security and privacy standards
- Meet performance goals related to customer satisfaction, quality, and productivity
Education
Associate Degree in Nursing - Nursing
Bryant & Stratton College
Rochester, NY11.2023
Associate - Literature
Hudson County Community College
Union City, NJ09.2020
High school diploma - English
Union City High School
Union City, NJ06.2017
Skills
- Customer service
- Communication skills
- Bilingual
- Microsoft word
- Microsoft excel
- Documentation review
- English
- Order Picker Experience
- Order Management System
- Microsoft Outlook
- Time management
- Data entry
- Problem resolution
- Outstanding communication skills
- Call center experience
- Live chat support
- Inbound call management
- Inbound customer service
- Database research
- Billing inquiries
- CRM software
- Order placement
- Returns processing
- Multitasking and organization
- Adaptability and flexibility
- Phone etiquette
- Returns and exchanges
- Issue documentation
- Email management
- Microsoft outlook
- Scheduling
- Data collection
- Microsoft Excel
- Call management
- Order processing
- Call center operations
- Documentation
Certification
CPR Certified
Languages
English
Spanish
Timeline
Remote Customer Service Agent
Fresh Cosmetics
11.2023 - 01.2024
Customer Service Representative
Maximus
08.2022 - 10.2023
Customer Service Representative
Macy’s
08.2021 - 07.2022
Associate - Literature
Hudson County Community College
High school diploma - English
Union City High School
Associate Degree in Nursing - Nursing
Bryant & Stratton College