heydi aguiar machado
Homestead,FL
Summary
Dynamic customer service professional with extensive experience, recognized for enhancing customer satisfaction through active listening and effective problem resolution. Proven ability to manage high-pressure situations while maintaining professionalism, contributing to increased customer loyalty and retention. Bilingual communicator skilled in conflict resolution and staff training.
Overview
2
2
years of professional experience
Work History
Customer Service Representative
Winn Dixie Supermarket
Homestead, FL
10.2024 - Current
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Customer Service Representative
Western Union
Homestead, FL
10.2024 - Current
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Maintained proper cash handling procedures to minimize discrepancies, ensuring the accuracy of all transactions processed.
- Demonstrated flexibility in adapting to changing business needs or priorities while maintaining a consistent level of performance under pressure.
- Mitigated potential risks by adhering to strict anti-fraud measures, such as monitoring unusual activity patterns or reporting suspicious transactions to supervisors.
- Managed emergency calls with professionalism and sensitivity, ensuring immediate response from appropriate personnel or authorities.
- Managed multi-line phone system, expertly navigating between calls while maintaining a friendly demeanor.
- Collected and verified telephone numbers, addresses, and proper spelling of names.
- Resolved customer issues and complaints promptly and politely, upholding satisfaction.
Customer Service Cashier
Homestead Medical Clinic
Homestead, FL
08.2023 - 10.2024
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer orders and accurately handled payment transactions.
- Resolved customer complaints with professionalism and empathy, resulting in increased customer loyalty.
- Maintained professionalism and courtesy while managing high call volumes during peak hours.
- Pleasantly greeted all callers and asked how to be of assistance.
- Handled escalated customer concerns with empathy and tact, leading to satisfactory resolutions.
- Delivered exceptional service through active listening, clear communication, and professional etiquette on each call handled.
Customer Service Representative
Leon Medical Centers
Homestead, FL
01.2023 - 01.2024
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Enhanced customer satisfaction by efficiently handling incoming calls and addressing inquiries.
- Contributed to a positive work environment by supporting team members in handling difficult calls or resolving complex issues.
Education
High School Diploma -
South Dade Technical College
Homestead, FLSkills
- Customer service
- Active listening
- Critical thinking
- Problem resolution
- Call center experience
- Conflict resolution
- Payment processing
- Customer satisfaction measurement
- Call center operations
- Call management
- Customer relationship management (CRM)
- Staff training
- Fluent bilingualism
- Language translation
- Problem-solving
- Multitasking
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Customer Service Representative
Winn Dixie Supermarket
10.2024 - Current
Customer Service Representative
Western Union
10.2024 - Current
Customer Service Cashier
Homestead Medical Clinic
08.2023 - 10.2024
Customer Service Representative
Leon Medical Centers
01.2023 - 01.2024
High School Diploma -
South Dade Technical College