Emilia Talavera
Rialto,CA
Summary
Dynamic customer service professional with a proven track record at REVOLVE, excelling in communication and empathy to enhance customer loyalty. I effectively resolved inquiries, streamlined workflows, and managed high-stress situations, achieving significant improvements in response times and customer satisfaction. Maintains a compassionate and positive attitude with a warm and welcoming demeanor during customer interactions.
Overview
13
13
years of professional experience
Work History
CSR
REVOLVE
03.2023 - Current
- Resolved customer inquiries and issues through various communication channels such as email, phones, sms and instant chat, enhancing customer satisfaction. With over 100 contacts daily
- Collaborated with team members and Risk Management to streamline workflows, reducing response times for customer requests.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Communicate with couriers via email and or calls to provide accurate feedback
Medical Appointment Scheduler
AppleOne Employment Services
06.2021 - 10.2022
- Call center environment, over 100 patient calls daily
- Respected patients privacy by maintaining strict confidentiality and upholding all local and HIPAA laws
- Utilize product knowledge and patient protocols to resolve issues efficiently and reduce wait times
- Managed each call with active listening, empathy and effective communication skills and maintained excellent patient relations
- Exceed Daily/weekly appointment goals
Layoff/position Eliminated
Career Break
03.2020 - 05.2021
- Laid off directly due to COVID-19
- During this gap, I utilized my time to gain more knowledge and expand my qualifications.
- I proactively pursued certifications through remote learning in Human Resources, Quick Books, and Risk Management.
Recruiter
Partners Personnel
07.2019 - 03.2020
- Screen candidates by reviewing resumes, cover letters, job applications, and performing phone screenings
- Developed and implemented effective sourcing strategies across multiple platforms.
- Collaborated with hiring managers to define job requirements and streamline hiring processes.
- Performed general administrative tasks around the office, including answering phones, filing documents electronically, print payroll checks
Collections and Recovery Specialists
Bank of America
07.2016 - 06.2018
- Call center
- Top 3 collector in the nation for four consecutive months
- Primary responsibilities are customer servicing, collections recovery, submitting extension requests, and other loss mitigation activities
- Secured debt in any stage of delinquency
- Secure payment and determine the reason for delinquency on active or inactive loan, and/or credit card accounts
- Resolve routine billing inquiries and negotiate payment arrangements account terms and alternative payment programs and methods
- Identify accounts that need to be written-off
Customer Service Representative
Gravity Defyer
04.2015 - 07.2016
Sales Lead Manager
Bath & Body Works
04.2013 - 03.2015
Education
Medical Assistant Certificate - Medical
UEI College
Van Nuys, CA09-2010
Skills
- Communication skills
- Empathy in service
- Microsoft Excel
- Microsoft Word
- Call center operations
- Customer loyalty enhancement
- Critical thinking
Timeline
CSR
REVOLVE
03.2023 - Current
Medical Appointment Scheduler
AppleOne Employment Services
06.2021 - 10.2022
Layoff/position Eliminated
Career Break
03.2020 - 05.2021
Recruiter
Partners Personnel
07.2019 - 03.2020
Collections and Recovery Specialists
Bank of America
07.2016 - 06.2018
Customer Service Representative
Gravity Defyer
04.2015 - 07.2016
Sales Lead Manager
Bath & Body Works
04.2013 - 03.2015
Medical Assistant Certificate - Medical
UEI College