Estefania Ly
Summary
Dedicated and empathetic bilingual Remote Customer Service Representative with 7 years of experience delivering exceptional support in fast-paced, high-volume environments. Skilled in conflict resolution, active listening, and problem-solving to ensure customer satisfaction and loyalty. Proficient with CRM platforms such as Zendesk and Salesforce, and adept at managing multiple communication channels including phone, email, and chat. Highly organized and self-motivated, with proven ability to work independently while meeting performance goals in a remote setting. Committed to fostering positive customer relationships and enhancing overall service quality.
Overview
5
5
years of professional experience
Work History
Administrative Assistant
CYS US Army
12.2022 - 05.2024
- Managed calendars, scheduled appointments, and coordinated meetings to support daily office operations.
- Handled phone calls, emails, and correspondence with professionalism and timely communication.
- Organized and maintained filing systems, documents, and records for easy retrieval and accuracy.
- Assisted with data entry, preparing reports, and updating spreadsheets using Word and Excel.
- Supported management and staff by coordinating tasks, tracking deadlines, and ensuring smooth workflow.
Customer Service Representative Manager
Ryder Logistics
06.2020 - 09.2022
- Led and coached a remote team of customer service representatives, improving performance, morale, and overall service quality.
- Monitored daily remote operations, tracking response times, ticket volume, and customer satisfaction to maintain service standards.
- Handled escalated customer issues with professionalism, providing quick, effective resolutions.
- Conducted virtual training and performance evaluations to support team development and enhance productivity.
- Utilized CRM and communication tools (Zendesk, Salesforce, Slack, Teams) to manage workflows, track performance, and support team collaboration.
Customer Service Representative
Ryder Logistics
04.2019 - 06.2020
- Delivered prompt, friendly, and solutions-focused customer support through phone, email, and chat in a high-volume remote environment.
- Resolved customer inquiries by identifying issues quickly, troubleshooting effectively, and providing clear and accurate information.
- Maintained high customer satisfaction scores by demonstrating empathy, active listening, and strong communication skills.
- Processed orders, returns, and account updates with attention to detail and accuracy.
- Utilized CRM systems (such as Zendesk, Salesforce, or similar tools) to document interactions and track customer concerns.
- Followed company policies and service procedures to ensure consistency and compliance across all customer interactions.
- Collaborated with team members and supervisors to improve workflows, reduce call times, and enhance the customer experience.
- Managed time efficiently while working independently in a remote setting, consistently meeting performance and productivity goals.
Education
High School Diploma -
Woodville Tompkins Technical And Career
Savannah, GASkills
- Excellent verbal and written communication
- Customer support & conflict resolution
- Active listening and empathy
- Problem-solving and troubleshooting
- CRM systems: Zendesk, Salesforce, Freshdesk
- Multitasking in a fast-paced environment
- Time management & meeting performance metrics
- Remote communication tools: Zoom, Teams, Slack
- Accurate data entry & documentation
- Tech-savvy and quick learner
Languages
Spanish
Native or Bilingual
Timeline
Administrative Assistant
CYS US Army
12.2022 - 05.2024
Customer Service Representative Manager
Ryder Logistics
06.2020 - 09.2022
Customer Service Representative
Ryder Logistics
04.2019 - 06.2020
High School Diploma -
Woodville Tompkins Technical And Career