JALISSA SPAIN
Pompano Beach,FL
Summary
Assisted customers by addressing inquiries in busy call centers while coordinating services such as scheduling authorizations and follow-ups. Built customer loyalty through professional brand representation and relationship-building efforts. Handled complex issues with diplomacy, contributing to improved customer retention.
Overview
10
10
years of professional experience
Work History
Customer Care Coordinator
MTI America
05.2021 - Current
- Coordinated services such as scheduling, authorizations, and follow-ups.
- Reviewed documentation for accuracy and completeness before submission or closure.
- Took ownership of customers issues to follow problems through to resolution.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Logged call information and solutions provided into internal database.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Reduced spending by negotiating beneficial deals to secure ideal rates.
- Exceeded performance metrics through diligent attention to detail and commitment to customer care excellence.
- Achieved timely response times by prioritizing tasks effectively under pressure in a fast-paced environment.
- Contributed positively to team morale through active participation in meetings as well as offering constructive feedback.
- Conducted regular follow-ups with customers after issue resolution, ensuring ongoing satisfaction and loyalty.
CUSTOMER SERVICE REPRESENTATIVE
Sitel Group
09.2019 - 05.2020
- Advised customers on status of merchandise ordered and arranged for pickup and delivery.
- Consistently met identified team and client performance metrics, goals, and deadlines.
- Exceeded requirements in providing products and services to customers at all times.
- Processed customers' product orders in collaboration with third-party fulfillment vendor.
- Built strong knowledge of product line to assist customers in selecting products meeting highly personal needs.
- Responded to questions and followed up on customer interactions.
- Managed inbound and outbound calls to respond to inquiries and resolve concerns.
- Provided expert service by communicating information to customers and following up on promises.
- Provided solutions, recommendations, and replacements, using an empathetic approach and demeanor.
- Issued refunds, merchandise exchanges, and price adjustments in compliance with company policies.
CUSTOMER SERVICE REPRESENTATIVE
iQor
08.2017 - 03.2018
- Responded to questions and followed up on customer interactions.
- Utilized organization's computer system to look up and record information concerning member accounts.
- Recommended products and services to members and educated customers about relevant offerings.
- Validated data and resolved problems related to system-generated information.
- Provided expert service by communicating information to customers and following up on promises.
- Provided solutions, recommendations, and replacements, using an empathetic approach and demeanor.
- Managed details of completing sales payments, refunds, and exchanges, including issuing store credit.
- Managed inbound and outbound calls to respond to inquiries and resolve concerns.
- Exceeded requirements in providing products and services to customers at all times.
CUSTOMER SERVICE REPRESENTATIVE
Convey Health Solutions
08.2015 - 08.2017
- Completed and processed paperwork and records with attention to detail to ensure accurate entry of important data in company CRM.
- Assisted members by coordinating responses involving multiple departments and personnel.
- Recommended products and services to members and educated customers about relevant offerings.
- Built strong knowledge of product line to assist customers in selecting products meeting highly personal needs.
- Managed inbound and outbound calls to respond to inquiries and resolve concerns.
- Promoted best practices by identifying opportunities for process improvements and initiatives.
- Responded to customer questions and complaints and documented consumer communications.
- Implemented best practices in fostering exceptional customer care support and satisfying customers.
- Exceeded requirements in providing products and services to customers at all times.
- Answered calls or emails from customers and assisted with special requests or resolving complaints.
- Responded to questions and followed up on customer interactions.
- Consistently met identified team and client performance metrics, goals, and deadlines.
Education
GED -
Atlantic Technical College
Pompano Beach, FL05.2021
Skills
Data Entry & Record keeping
Timeline
Customer Care Coordinator
MTI America
05.2021 - Current
CUSTOMER SERVICE REPRESENTATIVE
Sitel Group
09.2019 - 05.2020
CUSTOMER SERVICE REPRESENTATIVE
iQor
08.2017 - 03.2018
CUSTOMER SERVICE REPRESENTATIVE
Convey Health Solutions
08.2015 - 08.2017
GED -
Atlantic Technical College