Emely Núñez
Corona Plaza Calle #5 Esquina K ,Santiago, Republica Dominicana
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Spectra Healthcare Management
Santiago, Dominican Republic
03.2024 - 10.2024
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Developed and maintained employee schedules to ensure proper coverage of shifts.
Customer Service Representative
SimonMed
Santiago, Dominican Republic
09.2023 - 03.2024
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Updated databases with new and modified customer data.
PCA Coordinator
People first BPO
Santiago, Dominican Republic
01.2023 - 09.2023
- Provided personal care assistance to elderly and disabled individuals in their homes, including bathing, dressing, grooming, transferring, toileting and feeding.
- Maintained accurate records of client care services provided on a daily basis.
- Collaborated with family members and other healthcare professionals to develop individualized care plans for each patient's needs.
- Assisted with patient admissions, discharges and transfers.
- Answered patient call signals and signal lights to determine patients' needs.
- Safeguarded patient privacy with strict adherence to HIPAA protocols.
Customer Service Representative
United Nearshore Operations (UNO)
Santiago, Dominican Republic
07.2022 - 12.2022
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
Account Executive - Payables and Receivables
Baldom Trading
Santigo, Dominican Republic
01.2022 - 07.2022
- Managed accounts receivable and payables processes, including invoicing, payments, and collections.
- Developed strong relationships with customers to ensure timely payment of outstanding balances.
- Reviewed customer accounts.
Customer Service Representative
Synergies
01.2021 - 12.2021
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
Corporate Security Supervisor Specialist
Continuum
Santiago
08.2017 - 01.2021
- Company Overview: Fraud supervisor, evaluate security process, techniques, evaluating the corporation security, metrics, audits, access control and improve agent performance and security standards to keep customers sensitive information save
- Fraud supervisor, evaluate security processes, techniques, evaluate the corporation's security metrics, audits, access control, and improve agent performance and security standards to keep customers' sensitive information safe.
- Ensured security staff is properly trained and certified in accordance with company policies and local regulations.
- Monitored security operations to ensure compliance with established procedures and standards.
- Conducted regular patrols of the premises to identify potential threats or safety hazards.
- Developed strategies for mitigating risks associated with physical security elements such as locks, cameras, alarms.
- Created schedules for security personnel shift rotations and monitored staffing levels to ensure adequate coverage at all times.
Team lead
Continuum
Santiago
01.2017 - 08.2017
- Company Overview: Work with agents and supervisor providing assistance and also evaluating calls in order to improve the agent’s performance
- Work with agents and supervisor providing assistance and also evaluating calls in order to improve the agent’s performance
- Work with agents and supervisor providing assistance and also evaluating calls in order to improve the agent’s performance
Customer care specialist
Continuum
Santiago
09.2016 - 01.2017
- Company Overview: Provide assistance to customers for a cellphone company with different issues such as; Billing, Plans, Connection, etc
- Provide assistance to customers for a cellphone company with different issues such as; Billing, Plans, Connection, etc
- Provide assistance to customers for a cellphone company with different issues such as; Billing, Plans, Connection, etc
Education
High school degree - bachillerato General
Colegio Jardin de la Infancia
University career degree - Odontología
Universidad Tecnológica de Santiago (UTESA)
Skills
- Leadership
- International Support
- Tech Support
- Coaching
- Quality Assurance
- Security Management
- Call Management
- Paperwork Processing
- Scheduling
- Inbound and Outbound Calling
- Complaint resolution
- Information Security
- Appointment Scheduling
- Data Entry
- Documentation
- Calendaring
- Staff education and training
Coursestraining
- Course of Leadership (Continuum)
- Course of Teamwork (Continuum)
- Training about Coaching (Continuum)
- Paquete de Office (Infotep)
- Course of Fraud Management
Timeline
Customer Service Representative
Spectra Healthcare Management
03.2024 - 10.2024
Customer Service Representative
SimonMed
09.2023 - 03.2024
PCA Coordinator
People first BPO
01.2023 - 09.2023
Customer Service Representative
United Nearshore Operations (UNO)
07.2022 - 12.2022
Account Executive - Payables and Receivables
Baldom Trading
01.2022 - 07.2022
Customer Service Representative
Synergies
01.2021 - 12.2021
Corporate Security Supervisor Specialist
Continuum
08.2017 - 01.2021
Team lead
Continuum
01.2017 - 08.2017
Customer care specialist
Continuum
09.2016 - 01.2017
High school degree - bachillerato General
Colegio Jardin de la Infancia
University career degree - Odontología
Universidad Tecnológica de Santiago (UTESA)
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