Elizabeth Charles-Loya
Hialeah
Summary
Dynamic professional with a proven track record at United Pillow Mfg., enhancing customer satisfaction and team efficiency. Excelled in problem-solving and Microsoft Office, significantly reducing complaints and mentoring staff towards excellence. Skilled in customer service and training, adept at fostering positive relationships and streamlining processes for optimal service delivery.
Overview
30
30
years of professional experience
Work History
Customer Service Manager
United Pillow Mfg.
11.2009 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Kept accurate records to document customer service actions and discussions.
Mail Carrier
United States Postal Service, USPS
05.1998 - 10.2009
- Developed strong relationships with customers, providing exceptional service by addressing concerns promptly and professionally.
- Followed Postal Service policies and procedures to maintain integrity of mail and protect customer information.
- Obtains signatures for package deliveries as proof of delivery to avoid discrepancies.
- Responded to customer inquiries about delivery, forwarding and other postal services quickly to provide quality customer services.
- Used portable devices to maintain system records by scanning items delivered to homes and businesses.
- Improved mail delivery efficiency by accurately sorting and organizing mail for efficient distribution.
- Utilized advanced knowledge of local streets, neighborhoods, routes for optimal navigation while minimizing delays in delivery timeframes.
- Kept an organized vehicle workspace, ensuring quick access to necessary tools and materials for successful deliveries.
- Handled mail and packages with care to prevent damage during delivery.
- Directly interacted with customers to deliver mail, packages, and ordered goods.
- Maintained a high level of safety by adhering to traffic laws, utilizing defensive driving techniques, and navigating various weather conditions.
- Ensured the security of mailboxes by diligently locking them after deliveries to protect customers'' personal information and prevent theft.
- Assisted in reducing lost or misdelivered mail through diligent attention to detail when handling packages and letters.
- Collected outgoing mail from homes and businesses along routes for customer convenience and initiated delivery to intended recipients.
- Participated in ongoing USPS training programs to stay current on postal service procedures, regulations, and best practices for efficient mail delivery.
- Kept mail delivery records to track delivered and undelivered items and identify delivery issues.
- Loaded and secured items in trucks to avoid damage to parcels during delivery.
- Sorted and placed mail into mailboxes and post office boxes with high levels of accuracy.
Bursar Office Assistant
Miami Dade College - North Campus
01.1995 - 04.1998
- Managed student accounts for accuracy and timely updates, ensuring seamless financial transactions.
- Implemented new software systems to improve efficiency in the Bursar''s Office, increasing overall productivity levels.
- Handled direct payments, reconciled credit card receipts and prepared deposits.
- Developed customized payment plans for students experiencing financial hardship, fostering positive relationships between the institution and its learners.
- Handled customer phone calls and walk-in traffic to direct patrons to appropriate personnel.
- Provided exceptional customer service to students and families, addressing inquiries regarding tuition, fees, and payment plans.
- Managed a high volume of phone calls from customers seeking assistance or clarification about billing matters.
- Assisted in the reconciliation of cash deposits from various campus sources, ensuring accurate accounting of funds received by the institution.
- Kept office supplies well organized and sufficiently stocked, placing orders promptly to replenish materials before depleted.
Education
Associate of Arts - Public Administration
Miami Dade College
Miami, FL05-1998
High School Diploma -
Compania De Maria La Ensenanza
Barranquilla, Colombia11-1990
Skills
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Customer focused
- Training and mentoring
- Adherence to high customer service standards
- Shipping, receiving, and warehousing
- Billing and filing
Languages
English
Full Professional
Spanish
Full Professional
Timeline
Customer Service Manager
United Pillow Mfg.
11.2009 - Current
Mail Carrier
United States Postal Service, USPS
05.1998 - 10.2009
Bursar Office Assistant
Miami Dade College - North Campus
01.1995 - 04.1998
Associate of Arts - Public Administration
Miami Dade College
High School Diploma -
Compania De Maria La Ensenanza
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