Jannet Lee Ybarra
Customer Service Repersenative
Laredo,TX
Summary
Accomplished Customer Service Advisor with a proven track record at Concentrix, enhancing customer satisfaction and resolving issues efficiently. Skilled in call center operations and problem-solving, I significantly improved first-call resolution rates. My assertive approach and dedication to customer relations have consistently fostered positive feedback and loyalty.
Customer service professional with solid background in managing customer interactions and ensuring satisfaction. Known for reliability and adaptability, consistently achieving positive outcomes. Excel at conflict resolution and effective communication, fostering collaborative team environment.
Conscientious about managing customer concerns to last detail. Top-notch abilities in servicing accounts, processing payments and scheduling appointments. Experienced in accurately completing complex paperwork to support customer needs.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
15
15
years of professional experience
Work History
Customer Service Advisor II
Concentrix
08.2024 - 11.2024
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Implemented strategies to reduce average handling time without compromising on service quality.
- Improved first-call resolution rates by providing accurate information and effective problem-solving skills.
- Maintained high-quality service standards, ensuring positive customer feedback.
- Managed department call volume of 80 calls per day and coordinated department schedules to maximize coverage during peak hours.
Customer Service Representative
ROI Solutions Inc.
06.2022 - 01.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Identified and resolved discrepancies and errors in customer accounts.
Customer Service Representative
411 Oregon
02.2022 - 06.2022
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
- Documented customer service policies, scripts and procedures in Spanish.
- Developed strong relationships with clients by offering personalized assistance tailored to their individual needs and preferences.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Service Representative
Victoria's Secret & PINK
10.2021 - 02.2022
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
- Consistently maintained a professional demeanor under pressure during high-call volume periods or challenging customer interactions.
- Demonstrated cultural sensitivity when interacting with international customers, adjusting communication style as necessary for optimal understanding.
- Investigated and resolved customer inquiries and complaints quickly.
Kitchen Manager
Laredo Taco Company
10.2016 - 01.2020
- Maintained a clean and safe work environment, adhering to all health department regulations and guidelines.
- Scheduled and received food and beverage deliveries, adhering to food cost and budget.
- Checked and tested foods to verify quality and temperature.
- Mentored and trained new team members, fostering a positive culture of teamwork and collaboration within the kitchen staff.
- Reduced food waste by closely monitoring inventory levels and implementing proper food storage techniques.
- Delegated food preparation duties down to cooks and followed up with cooks to verify proper preparation and production of meals.
- Contributed to a positive workplace culture by actively engaging with staff members, promoting open communication channels, and demonstrating support for ongoing professional development opportunities.
- Developed kitchen staff through training, disciplinary action, and performance reviews.
- Maintained meticulous records of health inspections, consistently achieving high scores.
- Managed scheduling and payroll for kitchen staff, ensuring optimal staffing levels during busy periods.
- Coordinated with front-of-house staff to ensure seamless service delivery during peak hours.
- Negotiated with suppliers to secure high-quality ingredients at cost-effective prices.
- Maximized quality assurance by completing frequent line checks.
- Analyzed sales data to identify trends and adjust purchasing decisions accordingly.
Customer Service Representative
Patient Financial Services
01.2010 - 10.2016
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
High School Diploma -
Odessa High School
Odessa, TX06-1994
Skills
- Call center experience
- Customer relations
- Call center operations
- KPI monitoring
- Schedule management
- Training programs
- Dispute resolution
- Assertiveness
- Payment processing
- Product knowledge
- Staff education and training
- Problem-solving
- Multitasking and organization
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Advisor II
Concentrix
08.2024 - 11.2024
Customer Service Representative
ROI Solutions Inc.
06.2022 - 01.2023
Customer Service Representative
411 Oregon
02.2022 - 06.2022
Customer Service Representative
Victoria's Secret & PINK
10.2021 - 02.2022
Kitchen Manager
Laredo Taco Company
10.2016 - 01.2020
Customer Service Representative
Patient Financial Services
01.2010 - 10.2016
High School Diploma -
Odessa High School
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