Irvin Javier Orellana
Layton,UT
Summary
Friendly and empathetic with excellent communication skills, dedicated to providing outstanding service and support. Possesses solid understanding of customer needs and conflict resolution, coupled with strong problem-solving abilities. Aiming to build positive customer relationships and contribute to customer satisfaction and loyalty.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Mountain America Credit Union
09.2023 - 10.2024
- Handled high volume of customer inquiries via phone in a timely manner
- Resolved customer complaints effectively and maintained a high level of satisfaction
- Managed customer accounts and processed orders accurately
- Utilized CRM systems to track customer interactions and provide personalized service
- Provided product recommendations and guidance to customers based on their needs
- Maintained detailed customer records and updated information in the database
- Consistently met or exceeded customer satisfaction targets and performance goals
Customer Sales Team
1800-Contacts
01.2023 - 09.2023
- Managed incoming calls to support and resolve sales and account issues.
- Guided clients in selecting the best contacts for their needs.
- Deliver solutions to customers in a way that creates a positive experience
- Handled customer complaints and resolved issues to their satisfaction
- Assisted customers in finding and selecting products to meet their needs
Customer Experience Expert
StubHub Inc
07.2021 - 11.2022
- Utilized CRM systems to track customer interactions and provide personalized service
- Analyzed customer feedback to identify areas for improvement and implement solutions
- Participated in customer satisfaction surveys and utilized feedback for continuous improvement
- Resolving customer issues in an efficient and proper manner
- Educating the customer on business model and any policy that would be appropriate for their concern
- Showing sense of urgency by providing prompt response to customer inquiries
- Effectively use all available resources and technology tools to resolve customer issues
Covid Response Team (Temporary)
Weber-Morgan Health Department
12.2020 - 03.2021
- Conducted outbound calls to notify individuals about their Covid-19 test outcomes.
- Provided information on current regulations after positive tests.
Call Receiver
AAA NCNU
02.2018 - 10.2020
- Effectively located and communicated the breakdown location to members with a focus on their security.
- Handled high volume of incoming calls and inquiries in a timely and professional manner
- Maintained accurate and detailed records of all calls and interactions with customers
- Demonstrated strong communication and problem-solving skills in a fast-paced environment
- Implemented strategies to improve call handling efficiency and enhance customer satisfaction
Customer Service Representative
Focus Services
09.2017 - 02.2018
- Managed inbound calls in professional manner.
- Managed challenging customer interactions to achieve resolution.
- Boosted product sales by highlighting tailored promotions for each account.
- Handled and addressed customer inquiries efficiently.
Education
High School Diploma -
Syracuse High School
Syracuse, UT05.2009
Skills
- Active Listening
- Adaptability
- Conflict Resolution
- Customer Service
- De-escalation skills
- Empathy
- Microsoft Word
- Microsoft PowerPoint
- Microsoft Excel
- Multi-tasking
- Problem Solving
- Patience
- Remote work for 5 years
- Time Management
- Troubleshooting
- Working in a fast paced environment
- Written Communication
- Verbal Communication
Awards
- Great Customer service award from Focus Services, 01/01/18
- Great Customer service award from Focus Services, 02/01/18
Timeline
Customer Service Representative
Mountain America Credit Union
09.2023 - 10.2024
Customer Sales Team
1800-Contacts
01.2023 - 09.2023
Customer Experience Expert
StubHub Inc
07.2021 - 11.2022
Covid Response Team (Temporary)
Weber-Morgan Health Department
12.2020 - 03.2021
Call Receiver
AAA NCNU
02.2018 - 10.2020
Customer Service Representative
Focus Services
09.2017 - 02.2018
High School Diploma -
Syracuse High School
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