Summary
Overview
Work History
Education
Skills
Languages
References
Timeline
Generic

Irena Guerrero Sosa

Deerfield Beach,FL

Summary

Customer-focused professional with extensive experience providing high-quality service in fast-paced, high-volume environments. Skilled in handling customer inquiries, verifying account information, managing sensitive data, and resolving issues with accuracy and care. Known for building trust through active listening, empathy, and clear communication. Strong ability to balance detailed record-keeping with efficient problem-solving, always focused on delivering a positive customer experience. Adaptable, reliable, and committed to supporting both customers and team success.

Overview

14
14
years of professional experience

Work History

Assistant Project Manager

Crescent Consulting
Peekskill, NY
03.2019 - Current
  • Handled high-volume communications with internal and external skateholdhers, delivering prompt resolutions to clients inquiries and improving response time by 20%.
  • Supported risk management by ensuring accuracy in documentation and compliance tracking using Sharepoint and B2Gnow systems
  • Managed sensitive client information and escalated time-critical issues to management for appreciate follow-up
  • Provided consistent customer-focused support while maintaining regulatory compliance and data security.
  • Collaborated with cross-functional teams to resolve customer-related issues efficiently.

Call Center Specialist

Tunstall Americas
Long Island City, NY
05.2018 - 09.2018
  • Provided inbound and outbound customer service support, resolving high-volume client inquiries including scheduling, account verification, and service coordination.
  • Utilized the EPIC system to document all customer interactions, ensuring accurate record keeping and timely follow-up.
  • Delivered empathetic, security-conscious service while maintaining client confidentiality and adhering to privacy regulations.
  • Collaborated with other departments to ensure seamless issue resolution and excellent customer experience.

Administrative Assistant

Borough of Manhattan Community College
New York, NY
01.2012 - 05.2014
  • Managed front desk operations and provided unperson and phone-based customer service to students, faculty and external visitors.
  • Supported daily office functions including data entry, appointment scheduling, and documents preparation.
  • Delivered consistent, organized administrative support while addressing client and student inquiries in a timely, courteous manner.

Account Payable Intern

Kuoni Global Travel Services
New York, NY
08.2013 - 12.2013
  • Reviewed and certified invoices for accuracy, ensuring they were correctly entered into the system and matched supporting documentation.
  • Processed remittance by preparing payment files, confirmation authorization, and validating account information to ensure secure, accurate transactions.
  • Maintained proper documentation and confirmed that remittances were accurately recorded in the financial system to prevent discrepancies and enable quick issue resolution.

Education

Accounting

Borough of Manhattan Community College
New York, NY
06-2014

Skills

  • Fraud investigation support
  • Inbound and outbound call handling
  • Documentation and accurate recordkeeping
  • Customer service and client satisfaction
  • Logistic support
  • Transaction verification
  • Caller authentication and account verification
  • High-volume communication management
  • Data entry and record accuracy

Languages

Spanish
Native/ Bilingual

References

References available upon request.

Timeline

Assistant Project Manager

Crescent Consulting
03.2019 - Current

Call Center Specialist

Tunstall Americas
05.2018 - 09.2018

Account Payable Intern

Kuoni Global Travel Services
08.2013 - 12.2013

Administrative Assistant

Borough of Manhattan Community College
01.2012 - 05.2014

Accounting

Borough of Manhattan Community College

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