Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Ivonna Figueroa

Avon,CT

Summary

Polite and professional 211 Contact Center Housing Specialist successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.

Overview

11
11
years of professional experience

Work History

211 Contact Center Specialist Housing

United Way 211
10.2023 - Current
  • Enhanced customer satisfaction by addressing and resolving complex inquiries in a timely manner.
  • Managed high call volumes, approximately 40 plus calls daily while maintaining exceptional service quality and professionalism.
  • Reduced average call handling time with efficient problem-solving and clear communication skills.
  • Achieved high customer satisfaction ratings, effectively addressing concerns and providing appropriate solutions.
  • Implemented innovative outreach strategies, expanding awareness of available housing programs within community.
  • Provided ongoing support to clients by conducting regular follow-ups.
  • Providing referrals for Adults, Youth and Families for basic needs, housing and experiencing homelessness.
  • Enrolling, completing intakes for eligible individuals into CAN Network.
  • Providing referrals for any sort of basic needs.

Learning Trainer

Amazon
12.2020 - 10.2023
  • Enhanced learning outcomes by implementing interactive and innovative training methods.
  • Collaborated with management to develop targeted training programs for improved employee performance.
  • Designed engaging lesson plans that catered to various learning styles, promoting knowledge retention and application.
  • Utilized data-driven approaches to assess trainee progress and tailor future lessons accordingly.
  • Mentored new trainers, sharing best practices and supporting their professional growth.
  • Trained and mentored 200+ new personnel hired to fulfill various roles.
  • Onboarding new employees, providing new badges and completing a 10 hour new hire presentation class in front of 160+ of new hires.

VIP Services Representative

MGM Springfield
08.2018 - 03.2020
  • Enhanced customer satisfaction by promptly addressing and resolving VIP guest concerns and inquiries.
  • Streamlined reservation processes for improved efficiency, resulting in increased bookings and revenue.
  • Maintained detailed records of VIP guest preferences to personalize their experience during future visits.
  • Coordinated with various departments to ensure seamless execution of special events and promotions targeted at VIP clientele.
  • Managed confidential information pertaining to client preferences and personal details with utmost discretion and professionalism.
  • Handled complex situations involving dissatisfied customers with diplomacy, preserving positive relationships while addressing any issues at hand.
  • Worked closely with sales and marketing teams to develop targeted promotions aimed at attracting high-profile clientele.

Ticket/Gate Agent (Customer Service Agent) - BDL

United Airlines
08.2013 - 08.2018
  • Enhanced customer satisfaction by providing efficient and courteous service during the boarding process.
  • Streamlined gate operations for timely departures and minimized delays.
  • Managed passenger boarding, ensuring accurate ticket verification and seat assignments.
  • Assisted passengers with special needs, ensuring a comfortable and hassle-free travel experience.
  • Maintained clear communication between ground staff, flight crew, and other airport personnel to ensure smooth gate operations.
  • Provided updated flight information to passengers, keeping them informed of any changes or delays in their travel plans.
  • Handled baggage discrepancies effectively, reuniting lost luggage with owners quickly and accurately.
  • Assisted customers with seat availability, gate announcements and flight status to increase boarding efficiency.
  • Managed passenger check-in by verifying customers' travel documentation.
  • Tagged and transferred baggage from scales to designated conveyor belt.

Education

High School Diploma -

East Hartford High School
East Hartford, CT
06.2011

Skills

  • Call Control
  • Data Entry
  • Customer Service
  • CRM Software
  • Communicating with clients
  • Multitasking Abilities

Languages

Spanish
Elementary
English
Native or Bilingual

Timeline

211 Contact Center Specialist Housing

United Way 211
10.2023 - Current

Learning Trainer

Amazon
12.2020 - 10.2023

VIP Services Representative

MGM Springfield
08.2018 - 03.2020

Ticket/Gate Agent (Customer Service Agent) - BDL

United Airlines
08.2013 - 08.2018

High School Diploma -

East Hartford High School

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Ivonna Figueroa