Ivette Maldonado Pena
Customer Service Representative
Cocoa,FL
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
25
25
years of professional experience
Work History
Customer Service Representative
TTEC Services Corporation
06.2021 - 12.2023
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website improving overall user experience.
- Maintained high call quality standards by adhering to company protocols and guidelines for efficient service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Customer Service Representative
Ttech (TeleTech) - HealthCare Solutions
09.2016 - 08.2019
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
- Managed high call volume, consistently maintaining a professional demeanor and prioritizing customers'' needs.
- Achieved high service level scores by effectively resolving customer issues during the first contact.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Administrative Clerk
Puerto Rico Department Of Natural & Environmental
05.1999 - 01.2010
- Reduced errors in data entry tasks by maintaining accurate records and utilizing verification methods.
- Enhanced employee satisfaction by implementing streamlined HR policies and procedures.
- Managed benefits administration for company-wide staff, ensuring timely processing and accurate recordkeeping.
- Facilitated smooth onboarding processes for new hires, leading to faster integration into the workplace culture.
- Conducted routine HR audits to ensure data accuracy in personnel files, payroll records, and benefit enrollments.
- Led open enrollment periods for health insurance coverage options, assisting employees in making informed decisions regarding their benefits selections.
- Administered employee leave requests in accordance with FMLA guidelines, maintaining compliance with regulations while providing necessary accommodations for staff members.
- Monitored employee attendance and performance, addressing issues in accordance with company policies and procedures.
- Supported human resources initiatives with new employee onboarding, benefits administration, and recordkeeping tasks.
Education
Associate of Science - Emergency Medical Technology / Paramedic
Interamerican University of Puerto Rico
San Juan, PR06.2011
Skills
- Appointment Scheduling
- Complaint Resolution
- Data Collection
- Documentation
- Medical Terminology Knowledge
- Customer Service
Languages
Spanish
Full Professional
English
Professional Working
Timeline
Customer Service Representative
TTEC Services Corporation
06.2021 - 12.2023
Customer Service Representative
Ttech (TeleTech) - HealthCare Solutions
09.2016 - 08.2019
Administrative Clerk
Puerto Rico Department Of Natural & Environmental
05.1999 - 01.2010
Associate of Science - Emergency Medical Technology / Paramedic
Interamerican University of Puerto Rico
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